CSR (Customer Service Representative)

Job Summary

Furnace Solutions Inc. is a growing residential heating, cooling, and water-heating company serving Edmonton and surrounding communities. We are looking for a friendly, organized, and dependable Customer Service Representative (CSR) to become a key part of our team.

You will be one of the first points of contact for our customers and will play an important role in creating a professional, helpful experience from the first phone call through completion of the job.

This role involves answering incoming calls, booking service and estimate appointments, coordinating with technicians and installers, maintaining accurate customer information in Housecall Pro, following up with customers, and helping ensure our daily schedule runs smoothly.

We are looking for someone who communicates confidently, stays organized in a fast-paced environment, and genuinely enjoys helping customers.

Responsibilities

• Answer incoming customer calls, texts, emails, and online inquiries promptly and professionally.
• Book and schedule residential HVAC service calls, furnace and air-conditioning repairs, maintenance appointments, and replacement estimates.
• Gather accurate information from customers regarding their heating, cooling, water-heating, or indoor comfort concerns.
• Enter and maintain customer information, job details, notes, estimates, and appointments accurately in Housecall Pro.
• Coordinate daily schedules with service technicians, installers, and comfort advisors.
• Communicate appointment windows, technician arrival information, and scheduling updates to customers.
• Help prioritize urgent no-heat, no-cooling, and other service situations appropriately.
• Follow up on missed calls, website leads, estimate requests, unsold estimates, and customer inquiries.
• Provide customers with basic information regarding Furnace Solutions services, pricing policies, financing options, warranties, and appointment procedures.
• Identify opportunities to book additional services or maintenance when appropriate without using high-pressure sales tactics.
• Collect and record payment information when required and ensure customer accounts and job records are complete.
• Assist with warranty-related calls and help direct customers to the appropriate team member when necessary.
• Maintain professional communication when dealing with customer concerns or difficult situations.
• Help maintain an efficient schedule by filling cancellations and keeping technicians productive throughout the day.
• Work closely with management to improve customer service, booking rates, and overall office procedures.

Qualifications & Experience

Previous customer service, dispatching, call centre, office administration, or HVAC experience is preferred, but we are willing to train the right person.

The ideal candidate will have:

• Excellent phone and customer service skills.
• Strong written and verbal communication skills.
• Good computer and data-entry skills.
• Strong attention to detail and organization.
• The ability to handle multiple phone calls, appointments, and priorities at the same time.
• Confidence speaking with homeowners and asking the right questions to determine what service they require.
• A positive, professional attitude.
• The ability to remain calm and solution-focused when dealing with frustrated customers.
• Experience with Housecall Pro or another field-service CRM is an asset.
• HVAC or home-service industry experience is an asset but not required.
• Sales or appointment-booking experience is considered an asset.

About Furnace Solutions

Furnace Solutions Inc. provides residential furnace, air-conditioning, heat-pump, water-heater, tankless water-heater, and HVAC repair and installation services throughout Edmonton and surrounding areas.

We are a growing local company focused on professional workmanship, straightforward communication, excellent customer service, and building long-term relationships with our customers.

This position is an important part of that growth. We are looking for someone who wants to become a key member of the company rather than simply answer phones.

What success looks like in this role: customers receive fast and professional responses, calls and leads are converted into properly booked appointments, schedules remain organized, technicians have the information they need, and customers are kept informed throughout the entire process.

Pay: $23.00-$25.00 per hour

Benefits:

• Work from home

Work Location: Remote