Customer Service Representative

Customer Service Representative (CSR) – HVAC OperationsPosition Overview

We are seeking a highly organized, proactive Customer Service Representative (CSR) to serve as the central communication hub for our HVAC operations. This role is responsible for managing client interactions, coordinating service requests, and ensuring a seamless experience from initial contact through job completion.

As the first point of contact, you will represent the company with professionalism, urgency, and attention to detail—supporting both our clients and field technicians to maintain efficient daily operations.

Key Responsibilities

Client Communication & Scheduling

• Manage inbound and outbound calls, emails, and messages with professionalism and efficiency
• Schedule service calls, maintenance visits, and emergency dispatches based on priority and availability
• Provide clients with clear expectations regarding arrival windows, scope of work, and next steps

Dispatch & Coordination

• Coordinate with technicians to ensure accurate job assignments, routing, and time tracking
• Monitor technician progress throughout the day and proactively communicate delays or updates to clients
• Ensure all service calls are properly documented and closed out with complete notes

Customer Support & Issue Resolution

• Address client concerns related to HVAC performance, service history, billing, and maintenance plans
• Escalate technical or high-priority issues to the appropriate team members when necessary
• Maintain a solutions-focused approach to ensure client satisfaction and retention

Administrative & System Management

• Accurately input and update customer information, job details, and service notes in company systems
• Maintain organized records of service requests, estimates, and completed work
• Assist with invoicing support, membership tracking, and follow-ups

Sales & Membership Support

• Identify opportunities to promote maintenance plans, upgrades, and additional services
• Educate clients on the benefits of preventative maintenance and membership programs
• Support follow-up communication for estimates, unsold jobs, and service recommendations

Qualifications & Skills

• Previous experience in customer service, dispatch, or call center environments preferred
• Experience in HVAC, construction, or home services is a strong advantage
• Strong communication skills with the ability to manage high-volume calls and prioritize tasks
• Excellent organizational and multitasking abilities in a fast-paced environment
• Proficiency with computers, CRM systems, and Microsoft Office (ServiceTitan experience is a plus)
• Ability to remain calm, professional, and solution-oriented under pressure
• Bilingual (English/Spanish) is highly preferred

What Sets You Apart

• Strong sense of urgency and accountability
• Ability to think ahead and anticipate operational needs
• Detail-oriented with a focus on accuracy in scheduling and documentation
• Team-oriented mindset with clear communication across departments

Role Impact

This position plays a critical role in maintaining operational flow, client satisfaction, and revenue continuity. A strong CSR ensures that technicians stay productive, clients remain informed, and no opportunity is missed.

Pay: $24.58 - $29.61 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Parental leave

Work Location: In person