Customer Service Representative

Position Summary

The Customer Service Representative (CSR) is the first point of contact for our customers. This role is critical to delivering a 5-star customer experience, converting inbound calls into booked service appointments, and supporting technicians and dispatch through accurate communication and scheduling.

This is not a call-center script role — we’re looking for someone who can listen, think, problem-solve, and confidently guide customers through HVAC service needs.

Key Responsibilities Customer Communication

• Answer inbound calls promptly and professionally
• Greet customers with confidence, empathy, and urgency
• Identify customer concerns and service needs
• Educate customers on services, memberships, and next steps
• Handle upset or emergency calls calmly and effectively

Scheduling & Dispatch Support

• Schedule service calls accurately using ServiceTitan (or similar CRM)
• Maximize technician efficiency and route optimization
• Confirm appointments and provide arrival windows
• Coordinate with dispatch and field teams throughout the dayData Accuracy & Follow-Up
• Enter detailed, accurate call notes and customer information
• Verify addresses, contact info, and service history
• Follow up on estimates, missed calls, and pending appointments
• Support maintenance agreements and membership renewals

Skills & Qualifications Required:

• Strong verbal communication skills
• Comfortable speaking with customers all day by phone
• Basic computer skills and ability to learn CRM software
• High attention to detail and multitasking ability
• Dependable, punctual, and team-oriented

Preferred (but not required):

• HVAC, plumbing, or home services experience
• ServiceTitan or similar scheduling software experience
• Call center or dispatch background
• Sales or appointment-setting experience

Performance Metrics (What Success Looks Like)

• Call answer rate & speed to answer
• Booking conversion rate
• Accuracy of scheduling and notes
• Customer satisfaction scores
• Team collaboration and reliability

Compensation & Benefits (Example – Customize Per Market)

• Competitive hourly pay (often $18–$24/hr depending on experience)
• Performance incentives or spiffs
• Paid training
• Health, dental, vision insurance
• Paid time off & holidays
• Growth opportunities into Dispatch, Lead CSR, or Operations roles

Why Join Us?

• Stable, year-round work in essential services
• Supportive team environment
• Clear processes and expectations
• Opportunity to grow with a growing home services company
• Be part of delivering real help to real people every day

Job Type: Full-time

Salary: $17.00 - $25.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus opportunities
• Commission pay

Job Type: Full-time

Pay: $17.00 - $23.00 per hour

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person