Customer Service

What You’ll Do

As an HVAC Associate, you’ll play a key role in supporting clients, Independent Service Providers (ISPs), and internal teams to ensure HVAC services are scheduled, dispatched, completed, and documented accurately. You’ll help keep work orders moving, maintain strong communication across teams, and ensure service levels are met nationwide.

Interact professionally with NEST team members, NEST of Florida, 20 Digits Technology, ISPs, and clients
Communicate daily via phone, email, text, and messaging platforms
Receive and respond to work order inquiries from clients, providers, and internal teams
Ensure client satisfaction through timely, detailed responses to service requests and issues
Maintain and meet all external client SLAs by prioritizing work appropriately
Dispatch ISPs for HVAC services and update all parties accordingly
Schedule services with providers and client locations
Follow up and confirm completed services with ISPs and locations
Gather required paperwork, signed work orders, and invoices for billing
Maintain accurate notes and updates in System Z
Monitor work order health and ensure nothing falls through the cracks
Understand System Z terminology, grids, and work order statuses
Ensure all details needed for dispatching, quoting, and NTE adjustments are collected
Support onboarding and hiring of new ISPs for coverage across the U.S.
Identify provider performance issues and escalate when needed
Meet departmental KPIs and quality standards
Maintain professional phone and email communication at all times
Support new programs, projects, and high-visibility work orders
Provide backup support to other departments during high-volume periods
Keep organized documentation so all parties stay informed
Busy? Absolutely. Boring? Never.

Who Thrives in This Role

Organized multitaskers who can manage multiple work orders at once
Strong communicators who remain professional with clients and providers
Team players who collaborate across departments
Problem-solvers who can think quickly and make decisions
Detail-oriented individuals who enjoy process and structure

Requirements:
High school diploma or GED
1–2 years of customer service or facility management experience
Strong phone, email, and customer service skills
Intermediate computer skills and ability to learn internal systems