HVAC Customer Service Representative

* Answer incoming customer calls, emails, and messages in a professional and friendly manner.
* Respond promptly to customer inquiries regarding HVAC services, appointments, pricing, and service availability.
* Schedule, reschedule, and confirm HVAC service appointments based on technician availability and customer needs.

* Coordinate daily schedules with HVAC technicians to ensure efficient routing and timely service appointments.
* Dispatch technicians and communicate job details, customer information, and service requirements accurately.
* Collect and document customer information, service requests, equipment details, and appointment notes.
* Create and update customer records in the CRM or HVAC management software.
* Follow up with customers regarding estimates, scheduled appointments, completed
* services, maintenance recommendations, and outstanding requests.
* Handle customer concerns and complaints professionally while working toward timely and appropriate resolutions.
* Monitor technician schedules and communicate any delays, cancellations, or changes to customers.
* Assist customers with basic questions regarding HVAC services, maintenance, repairs, installations, and service processes.
* Identify potential service opportunities and recommend appropriate HVAC services based on customer needs.
* Follow up on unsold estimates and open opportunities to help increase booked jobs and revenue.
* Contact customers regarding maintenance agreements, seasonal tune-ups, service reminders, and other recurring HVAC services.
* Assist with inbound and outbound customer communication, including appointment confirmations and follow-up calls.
* Process service requests, work orders, invoices, payments, and other customer-related documentation as needed.
* Maintain accurate records of customer interactions, appointments, service history, and technician notes.
* Coordinate with technicians, service managers, dispatchers, and other internal team members to ensure smooth job execution.
* Monitor open service tickets and follow up to ensure outstanding customer issues are addressed promptly.
* Assist with after-hours or emergency service requests according to company procedures.
* Maintain a high level of professionalism and customer service during every customer interaction.
* Help identify scheduling conflicts and proactively resolve issues that may affect the customer experience.
* Support the team with administrative tasks related to service operations, customer accounts, and daily scheduling.
* Maintain confidentiality and protect customer information and company data.
* Perform additional administrative, customer service, and operational tasks as assigned.

Qualifications & Skills:

* Minimum of 2 years of experience in customer service, call center support, dispatching,
* HVAC administration, or a similar role.
* HVAC industry experience is highly preferred.
* Excellent written and verbal English communication skills.
* Strong phone presence and the ability to communicate clearly and professionally with customers.
* Comfortable handling a high volume of inbound and outbound calls.
* Strong customer service and relationship-building skills.
* Ability to remain calm, professional, and solution-oriented when handling difficult customers or urgent service requests.
* Strong organizational skills with excellent attention to detail.
* Ability to manage multiple appointments, customer requests, and priorities simultaneously.
* Experience with HVAC terminology, service processes, and common HVAC equipment is a strong advantage.
* Familiarity with HVAC software, CRM systems, and field service management platforms such as ServiceTitan, Housecall Pro, Jobber, FieldEdge, or similar systems is highly preferred.
* Experience with scheduling and dispatching technicians is an advantage.
* Proficiency with Google Workspace and/or Microsoft Office applications.
* Strong computer skills and the ability to quickly learn new software and systems.
* Ability to accurately document customer interactions, service details, and appointment information.
* Strong problem-solving and decision-making skills.
* Ability to work independently while maintaining consistent communication with the team.

* Highly dependable, proactive, and organized.
* Strong ability to prioritize tasks and work effectively in a fast-paced environment.
* High level of professionalism, reliability, and integrity.
* Sales or upselling experience is a plus, particularly in home services or HVAC.
* Experience working remotely with U.S. -based customers or companies is highly preferred.

Benefits

* Paid training
* Work from home