Customer Experience Coordinator (Call Center)

Location: Leesburg, FL (In-Office)

Company: M&S Air Conditioning (A Fountain Comfort Group Company)

About M&S Air Conditioning

For over 30 years, M&S Air Conditioning has been the gold standard for home comfort in Leesburg and Lake County. In Florida, air conditioning isn't a luxury—it’s a necessity. As part of the Fountain Comfort Group, we combine our deep local roots with the stability and premium benefits of a premier regional network. We are looking for a "voice of the company" who is as passionate about serving our community as we are.

The Role

As a Customer Experience Coordinator, you are the first person our customers talk to when their AC fails on a sweltering 98-degree July afternoon. You aren’t just "answering phones"—you are a problem solver, a logistics pro, and a brand ambassador.

Key Responsibilities:

• Be the Hero: Answer inbound calls with empathy, professionalism, and a "can-do" attitude.
• Smart Scheduling: Coordinate and dispatch our expert technicians using ServiceTitan (experience a plus!) to ensure efficient routing and timely service.
• Customer Advocacy: Follow up with homeowners after service visits to ensure 100% satisfaction.
• Maintenance Support: Educate customers on our maintenance plans to help them save money, improve air quality, and avoid system failures.

Compensation & Benefits

We believe in rewarding high performance and providing a stable foundation for our team.

• Pay Structure: Competitive hourly base pay plus commission based on key performance metrics.
• Comprehensive Benefits: Medical, Dental, and Vision insurance.
• Retirement: 401(k) with a generous company match.
• Stability: Full-time W-2 position with a legacy local company.
• Perks: Paid Time Off (PTO), paid holidays, and a supportive, team-oriented environment.
• Growth: We prefer to promote from within! Opportunities for career advancement into leadership or specialized operations roles.

What We’re Looking For

• The Lake County Spirit: You are polite, patient, and professional. You treat every caller like a neighbor.
• Communication Skills: You can explain technical HVAC needs in simple, reassuring terms.
• Cool Under Pressure: High-volume days (like the peak of a Florida summer) don't rattle you.
• Tech Savvy: Comfortable multitasking between phone systems, CRM software, and internal messaging.

Requirements

• High School Diploma or GED required.
• 1–2 years of experience in a call center or high-touch customer service environment.
• HVAC, Plumbing, or Electrical experience is a huge plus!

Note: Fountain Comfort Group and its group of companies are proud to be Equal Opportunity, Affirmative Action, Veteran-friendly employers.