We are seeking a highly professional, organized, and customer-focused HVAC Customer Service Representative to serve as a primary point of contact for customers and support the day-to-day operations of an HVAC service company. The ideal candidate has excellent communication skills, strong attention to detail, and the ability to remain calm and professional in a fast-paced environment.
Requirements
Key Responsibilities:
- 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
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