HVAC Customer Service Representative ✨

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