Customer Service Representative

Big Horn Heating and Cooling has been serving Mountain West families and businesses for over 20 years!

With shops in Billings, Cody, Worland, and Jackson, we are the leading provider of HVAC maintenance, service, and installation for residential and commercial customers in Idaho, Montana, and Wyoming. We are looking for top-tier talent to join our team and bring our excellent level of customer service to the community.

We invest in our employees' career development, covering their Journeyman licensing and training/continuing education. We promote our career development philosophy of "learn more, earn more" to all of our coworkers.

We offer an outstanding company culture, a 401(k) program w/ company match, health insurance, PTO, and competitive compensation with SPIFFS.

Position Summary

The Customer Service Representative (CSR) serves as the primary point of contact for customers, handling inquiries, scheduling service appointments, and ensuring a high level of customer satisfaction. This role requires excellent communication, organizational skills, and the ability to support the field service team effectively.

Essential Duties and Responsibilities

• Manage a high volume of inbound customer calls, answering promptly, professionally, and courteously while maintaining a positive customer experience.
• Serve as a primary point of contact for customers calling to request service, schedule appointments, ask questions, or address concerns.
• Efficiently answer, prioritize, and route inbound calls while accurately capturing customer needs and service details.
• Schedule and coordinate service appointments, installations, maintenance visits, and emergency or priority service requests.
• Gather accurate customer information, troubleshoot basic service needs, and determine the appropriate next step or resource.
• Provide clear and accurate information regarding services, pricing, policies, procedures, appointment availability, and expected service timelines.
• Handle customer complaints, concerns, and service issues professionally, resolving them when possible and escalating complex matters appropriately.
• Maintain accurate and timely records of customer calls, service requests, appointment changes, follow-ups, and customer interactions in the company CRM or service software.
• Coordinate closely with service technicians, installers, dispatch, and field staff to ensure customers receive timely and accurate updates.
• Communicate appointment confirmations, schedule changes, technician updates, reminders, and follow-up information to customers.
• Assist customers with invoicing, billing questions, payment processing, and account-related inquiries as needed.
• Manage multiple customer needs simultaneously while maintaining accuracy, organization, and attention to detail in a fast-paced, high-call-volume environment.
• Monitor and respond to voicemail, email, and online inquiries when call volume permits, ensuring customer requests receive timely follow-up.
• Support office operations and administrative functions as needed.
• Maintain professionalism, patience, and a solutions-focused attitude during difficult or high-stress customer interactions.
• Protect customer information and follow all company policies, procedures, safety requirements, and confidentiality guidelines.
• Perform other related duties as assigned

Qualifications

Education & Experience

• High school diploma or GED required; Associate’s degree preferred
• 1–3 years of customer service experience, preferably in HVAC, construction, or service industries
• Experience with CRM or service management software preferred

Licenses & Certifications

• Valid driver’s license preferred for occasional field visits or errands

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills
• Strong organizational and time management abilities
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Ability to manage multiple tasks in a fast-paced environment
• Strong problem-solving and conflict-resolution skills
• Professional and courteous demeanor
• Ability to work independently and as part of a team
• Basic understanding of HVAC systems or service processes a plus

Physical Demands

• Ability to sit for extended periods while using a computer
• Occasional lifting of office supplies or materials up to 25 pounds
• Ability to communicate clearly on phone and in person

Work Environment

• Office-based with occasional interaction with field staff or customers
• Moderate noise level typical of office environment
• Exposure to phone and computer use for extended periods

Schedule

• Typically Monday through Friday
• Occasional overtime may be required during peak periods

Equal Opportunity Employer

The Company is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status.

Disclaimer

This job description is not intended to be all-inclusive. The employee may be required to perform other related duties as assigned to meet the ongoing needs of the organization.