Customer Service Representative

Customer Service Representative (CSR) – HVAC & Plumbing

Balanced Comfort
Fresno, CA
Full-Time | In-Office

Join the Team at Balanced Comfort

Balanced Comfort is a growing HVAC and plumbing company serving homeowners throughout the Fresno area. We’re looking for a Customer Service Representative (CSR) who is friendly, dependable, competitive, and great on the phone.

This is not just an “answer the phone and take a message” position.

Our CSRs are the first impression of Balanced Comfort and play a major role in helping customers get the service they need. Your job is to create a great experience, understand why the customer is calling, build value in our service, and confidently turn qualified inbound calls into booked appointments.

If you enjoy talking to people, working in a fast-paced environment, solving problems, and being part of a team that measures and celebrates results, we want to hear from you.

What You’ll Do

As a Customer Service Representative, you will:

• Answer inbound customer calls with energy, professionalism, and empathy
• Identify the customer's needs and confidently book HVAC and plumbing service appointments
• Create urgency and communicate the value of choosing Balanced Comfort
• Maintain a strong call-to-booking conversion rate
• Ask the right questions to gather accurate information for our dispatch and field teams
• Clearly explain scheduling expectations and prepare customers for their appointment
• Make outbound calls to follow up with customers and help fill the service schedule
• Respond to customer questions through phone, text, and other communication channels
• Update customer information, appointment notes, and call details accurately in our CRM
• Help resolve customer concerns and know when to escalate an issue to a manager
• Work closely with dispatchers, technicians, salespeople, and leadership to create a seamless customer experience
• Assist with rescheduling, appointment confirmations, membership opportunities, and other customer-service initiatives
• Follow Balanced Comfort's call scripts, processes, and customer-service standards
• Participate in coaching, call reviews, training, and team meetings
• Take ownership of the customer experience from the first call forward

What Success Looks Like

Successful CSRs at Balanced Comfort:

• Answer calls quickly and professionally
• Turn a high percentage of qualified calls into booked appointments
• Build trust with customers instead of simply quoting prices or giving information
• Stay calm and positive when speaking with frustrated or upset customers
• Create accurate, detailed notes for the operations team
• Help maximize the daily service schedule
• Follow established processes while still sounding natural and personable
• Accept coaching and continuously work to improve
• Understand that every phone call is an opportunity to help a customer and grow the business

What We’re Looking For

We’re looking for someone who has:

• Excellent verbal communication skills
• A positive, upbeat phone presence
• Strong listening and problem-solving skills
• Confidence asking customers questions and guiding conversations
• The ability to communicate value and ask for the appointment
• Strong attention to detail
• Reliable attendance and punctuality
• Basic computer and typing skills
• The ability to multitask while speaking with customers
• The ability to stay organized in a fast-paced environment
• A team-first attitude
• A willingness to receive feedback and coaching
• A competitive mindset and desire to hit performance goals

Preferred Experience

Experience in any of the following is a plus:

• HVAC
• Plumbing
• Home services
• Call centers
• Customer service
• Appointment setting
• Inside sales
• Dispatching
• Hospitality
• Retail or other high-volume customer-facing environments

Previous HVAC or plumbing experience is helpful, but not required. We can teach the industry to someone who has the right attitude, communication skills, and work ethic.

Compensation & Benefits

• Competitive hourly compensation: $18–$25 per hour
• Performance incentives/bonuses on top of your base!
• Full-time employment
• Training and ongoing coaching
• Opportunities for advancement as Balanced Comfort continues to grow
• Benefits available to eligible employees
• Supportive, performance-driven team environmentWhy Balanced Comfort?

At Balanced Comfort, we believe great customer service starts before a technician ever arrives at the home.

Our Customer Service Representatives are an important part of our sales and operations team. You’ll receive training, coaching, clear expectations, and the opportunity to develop skills that can lead to additional responsibilities and career growth.

We want people who care about customers, care about winning, and want to be part of building something great.

Apply Today

If you are dependable, coachable, confident on the phone, and motivated by helping customers while achieving measurable goals, we would love to meet you.

Apply today to join the Balanced Comfort team in Fresno.

Balanced Comfort is an equal opportunity employer.

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person