Sr. Customer Service Agent

Rite-Air Mechanical Services, an affiliate of Smart Care Equipment Solutions, is a full-service HVAC/R contractor specializing in commercial air conditioning, heating, and refrigeration. We provide energy-efficient solutions for the installation, maintenance, and repair of various heating, cooling, ventilation, and refrigeration systems.

As our team continues to grow, we are excited to offer an opportunity for a Senior Customer Service Agent to join us!

About the Role

As a Senior Customer Service Agent, you will play a key role in providing cost evaluations and quotes for commercial customers while working closely with our HVAC/Refrigeration repair team. Based in our Moorestown, NJ office, you will be responsible for delivering accurate and timely quotes using our internal systems. Your ability to effectively communicate with both customers and technicians will ensure pricing accuracy and drive sales opportunities.

What’s in It for You?

• Join a growing team in the high-demand HVAC/Refrigeration industry, where exceptional service is a top priority.
• Work with a dedicated team of technicians, office staff, and leadership committed to professionalism and urgency in customer service.
• Apply your industry knowledge and communication skills to provide effective solutions for both customers and technicians.

Key Responsibilities

• Analyze repair or installation needs, including parts, labor, travel, freight, and supplies, to develop accurate quotes.
• Collaborate with technicians and customers to determine the best course of action for service needs.
• Utilize knowledge of HVAC/Refrigeration parts and systems to facilitate clear and effective communication.
• Work efficiently in a fast-paced emergency service environment to meet customer demands.
• Follow up on pending quotes and estimates to ensure approval and drive sales.

Minimum Qualifications

• Strong mathematical skills to ensure accuracy in pricing, parts margins, and refrigerant calculations.
• Analytical skills to assess service requirements and determine necessary materials for precise quoting.
• Attention to detail to create comprehensive estimates that include all essential components.
• Excellent communication skills to engage with technicians, create accurate estimates, and relay information to customers effectively.
• Customer service mindset, including the ability to work with urgency, understand customer concerns, and resolve issues efficiently.
• Basic mechanical knowledge to understand HVAC/Refrigeration equipment and provide informed estimates.

Preferred Qualifications

• Strong organizational and time management skills to handle multiple priorities and meet deadlines.
• Effective verbal and written communication skills for interacting with field technicians, office staff, and corporate customers.
• Self-motivated, detail-oriented, and process-driven approach to work.
• Minimum of four (4) years of experience in a mechanical, parts, HVAC, or emergency repair environment.

If you’re looking for a dynamic and rewarding career in HVAC/Refrigeration and want to contribute to a fast-paced, customer-focused team, we’d love to hear from you!

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status.  All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.