WE’RE HIRING!

The New Flat Rate (TNFR) partners with HVAC, Plumbing, and Electrical service companies to improve sales performance, technician confidence, and operational consistency through a proven flat-rate pricing and sales system.

As a Field Support Specialist, you will embody TNFR’s core values:

Innovative – Continuously improving training systems and delivery methods.

Helpful – Ensuring Members have the tools and clarity to succeed.

Driven – Taking initiative to elevate technician performance.

Ambassador – Representing TNFR’s mission and methodology with professionalism.

Reports To: Director of Member Experience

Overview

Ready to Get Off the Truck — But Not Out of the Game?

If you’re a high-performing HVAC, Plumbing, or Electrical technician who:

• Knows how to sell with integrity
• Understands real-world service operations
• Has mentored other techs
• Wants bigger impact and income upside

…this might be your next move.

Field Support Specialist supports and guides technicians across the country on proper use of the TNFR program and app. This role provides real-time assistance, ensuring technicians understand workflows, pricing logic, and system application during live service calls.

Key ResponsibilitiesTechnician Field Support

• Provide live phone and virtual support to technicians in the field• Guide technicians on proper use of the TNFR app during real service scenarios• Assist with workflow selection, pricing structure, and option presentation• De-escalate confusion during live customer interactions

Program & App Guidance

• Reinforce correct TNFR system usage• Identify recurring issues and relay feedback• Ensure consistency in application of TNFR standards

Member Support and Retention

• Serve as a trusted support resource• Assist with issue resolution impacting adoption• De-escalate and Re-engage At-Risk Members

• Identify and capitalize on upsell opportunities

KPIs & Performance Metrics

• Average Handle Time• Inbound/Outbound call volume

• Retention Rate• Up-sale Revenue Captured

Qualifications

Required:• 1+ years HVAC, Plumbing, or Electrical field experience

• Understanding of flat-rate pricing and service sales

• Clear communicator with strong problem-solving skills

Preferred:• Prior Support or coaching experience

• Knowledge of and experience using The New Flat Rate program

• Previous office experience handling 30-75 calls per day

Location

This is an office-based position located in Dalton, GA

The New Flat Rate is an Equal Opportunity Employer.

Compensation & Benefits

Salary range $59k - $79k annually, based on experience

Benefits include:

• Paid time off and paid holidays

• 401(k) with company matching

• Health, dental, and vision insurance

• Parental leave

• Professional development assistance

• Gym membership contribution

• Cell phone contribution

Job Type: Full-time

Pay: $59,000.00 - $79,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

About The New Flat Rate

The New Flat Rate (TNFR) partners with HVAC, Plumbing, and Electrical service companies to improve sales performance, technician confidence, and operational consistency through a proven menu-style pricing and sales system.

As a Member Success Manager, you will embody TNFR’s core values:

Innovative – Continuously improving the Member experience and identifying new ways to help Members succeed.

Helpful – Serving as a trusted advisor and resource for Members.

Driven – Proactively identifying opportunities to improve Member performance and satisfaction.

Ambassador – Representing TNFR’s mission, methodology, and brand with professionalism.Will report to: Director of Member Experience

Overview

Help Our Members Win — And Grow With Them

If you are someone who: Builds strong relationships with customers

Enjoys helping people succeed and solve problems Is comfortable discussing solutions and selling value

Wants to play a key role in customer success and revenue growth…this may be the role for you.

The Member Success Manager serves as the primary relationship owner for TNFR Members. This role works closely with Members from onboarding through long-term engagement to ensure successful adoption of the TNFR system.

The Member Success Manager helps Members navigate questions, deepen adoption of the program, strengthen relationships, and introduce additional products and services that help Members grow their business.

Key Responsibilities

Member Onboarding

Guide new Members through the onboarding process

Ensure Members understand TNFR systems, resources, and training opportunities Coordinate with internal teams to ensure a smooth implementation experience Proactively follow up during the first 90 days to ensure adoption and successMember Relationship Management

Serve as the primary point of contact for assigned Member accounts Build trusted advisor relationships with owners, managers, and staff

Maintain regular communication through calls, meetings, and check-ins Identify Member needs and proactively provide solutionsMember Support & Success

Answer Member questions regarding the TNFR program and services Coordinate internally with Training and Field Performance teams to resolve issues

Ensure Members are utilizing available tools and resources Monitor Member engagement and proactively address adoption gapsMember Growth & Product Expansion

Identify opportunities to introduce additional TNFR products and services Educate Members on program upgrades, training opportunities, and new offerings

Present solutions that align with the Member’s business goals Collaborate with Sales and Training teams to support Member growthRetention & Engagement

Identify at-risk Members and proactively intervene Strengthen relationships to maintain long-term partnerships

Facilitate solutions that improve Member satisfaction and success Support renewal and retention efforts

KPIs & Performance Metrics

• Member Retention Rate
• Member Satisfaction (CSAT) Member Engagement (touchpoints and follow-ups)
• Onboarding Success Rate Upsell / Expansion Revenue
• Account Growth

Qualifications

Required 2+ years experience in Account Management, Customer Success, or Relationship Management Strong interpersonal and communication skills Ability to build trusted relationships with business owners and managers Strong organizational and follow-up skillsPreferred Experience working with service businesses (HVAC, Plumbing, Electrical) Customer Success or SaaS account management experience Experience managing multiple client relationships simultaneously Background in training, coaching, or consulting

Benefits include:

• Paid time off and paid holidays
• 401(k) with company matching
• Health, dental, and vision insurance
• Parental leave & child care in the state of Georgia
• Professional development assistance
• Gym membership contribution
• Cell phone contribution

Location

This is an office-based position located in Dalton, GA.

The New Flat Rate is an Equal Opportunity Employer.

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) 4% Match
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person