HVAC Customer Service Representative (ServiceTitan Preferred)

About the Role

This role directly impacts revenue, scheduling efficiency, and operational data accuracy. You will be responsible for handling customer interactions and maintaining accurate job records that support daily operations, payroll, and commission tracking.

This is a performance-driven role where accuracy, speed, and accountability are critical. Success in this role is measured by booking conversion, data accuracy, and adherence to SOP.

What You Will Do

• Answer inbound calls and assist customers with HVAC service requests
• Convert customer inquiries into scheduled appointments
• Coordinate with dispatch and field technicians
• Maintain accurate job records in our system
• Follow up with customers to secure bookings and complete service
• Ensure all job data (appointments, job status, notes) are accurately entered and consistently maintained for operations, payroll, and commission tracking
• Identify and correct missing or inaccurate job data in real time
• Flag discrepancies or missing information to dispatch/management immediately to prevent billing or payroll errors

What We’re Looking For

• Strong communication skills with the ability to guide conversations
• Organized, detail-oriented, and reliable
• Comfortable working in a fast-paced, high-call-volume environment
• Results-driven mindset with focus on booking conversion and data accuracy
• Comfortable working with performance expectations and KPIs
• Ability to respond quickly and handle multiple tasks efficiently
• Demonstrated reliability in data accuracy and task completion; errors that impact operations will be addressed through performance review

Preferred Qualifications

• Experience with ServiceTitan or similar CRM system
• Experience in HVAC, home services, or call center environment
• Strong attention to detail in data entry and job tracking
• Ability to follow SOP and maintain operational accuracy under pressure

Compensation

• $23 – $26 per hour (based on experience)
• Monthly performance bonus based on defined KPIs ($500 – $2,000+)
• Bonus eligibility requires adherence to data accuracy and job completion standards

Why Join Us

• Stable and growing HVAC company in the Bay Area
• Performance-based earning opportunity
• Clear structure, training, and expectations
• Opportunity to grow into dispatcher or sales roles

Schedule

• Full-time
• Monday to Friday + occasional weekend rotation

Apply Now

We are actively hiring and looking to fill this position quickly.

If you are motivated by results, comfortable in a fast-paced environment, and able to perform under measurable goals and accountability standards, apply today.

Pay: $23.00 - $26.00 per hour

Application Question(s):

• Do you have experience using ServiceTitan or similar CRM systems
• Are you comfortable being evaluated based on KPIs such as booking conversion and data accuracy
• Are you comfortable handling high call volume while maintaining accurate data entry and scheduling at the same time?

Ability to Commute:

• San Jose, CA 95112 (Required)

Work Location: In person