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 Originally posted on Himalayas