M. Air Customer Service Representative (CSR) – HVAC, Plumbing, Hydronics & New Construction Support

Position Summary

The Customer Service Representative (CSR) serves as a central communication and coordination role for the service and construction departments. This position is responsible for managing incoming customer calls, scheduling and dispatching technicians, coordinating parts and inventory, processing invoices, issuing purchase orders, and supporting overall field operations for HVAC, plumbing, hydronics, and HVAC new construction projects.

The CSR works closely with service technicians, project managers, vendors, and customers to ensure efficient scheduling, strong communication, accurate documentation, and a high level of customer service. This position also requires collaboration and cross-coverage with the second full-time CSR to maintain smooth daily operations.

Key Responsibilities

Customer Communication & Call Intake

• Maintain and promote positive image of Company
• Answer and route incoming customer calls professionally and promptly
• Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services
• Gather detailed information regarding customer service needs
• Create and maintain accurate customer records and service notes, including inquiries, complaints, and other comments
• Manage call intake using company Google Sheet tracking systems
• Communicate appointment details, arrival windows, and updates to customers
• Educate all callers about our products and services according to Company policies
• Update customers with a “Parts pending” status as parts are received for scheduling
• Utilize Google Chat for communication and coordination with field staff and office personnel
• Resolve customer concerns and complaints and escalate issues when necessary to ensure 100% customer satisfaction

Scheduling & Dispatch Coordination

• Schedule service calls and construction-related support activities according to Company policies

• Maintain the digital dispatch board/schedule

• Assign the appropriate technician based on skillset, certifications, workload, and location

• Coordinate dispatching for:

  • HVAC service
  • Plumbing service
  • Hydronics service
  • HVAC new construction support

• Monitor technician schedules and adjust throughout the day as priorities change

• Debrief Service Technicians after completion of each call

• Coordinate on-call scheduling and after-hours communication as needed

• Maintain a workable understanding of job progress, parts status, and return visits

• Utilize Sage Field Operations for scheduling, work order management, dispatching, and purchase order issuance

• Forecast workload for, minimally, 5-6 days out

Parts, Inventory & Vendor Coordination

• Order parts and materials required for service and construction operations
• Issue purchase orders (POs) through Sage Field Operations
• Coordinate with vendors and suppliers regarding pricing, availability, and delivery timelines
• Organize incoming parts and maintain accurate inventory tracking
• Ensure technicians receive the correct parts and materials for scheduled jobs
• Assist with maintaining inventory organization and stock levels
• Collect and organize receipts from technicians through Google Chat and in-person submissions
• Maintain accurate receipt documentation for accounting and job costing purposes
• Maintain billing, receivable, staging of materials and special orders

Administrative & Financial Support

• Process customer invoices accurately within Sage 100
• Update customer files as information is received from installation (extended warranties, equipment information, etc)
• Verify work orders, labor, materials, purchase orders, and billing information
• Maintain organized digital and physical records
• Support project documentation and job tracking
• Assist with warranty processing and customer follow-up when needed

Team Support & Collaboration

• Provide daily operational support to service technicians and field staff
• Maintain strong communication between office and field personnel
• Cross-train and provide coverage for the second CSR during absences, vacations, or high workload periods
• Assist with maintaining workflow consistency across departments
• Participate in team meetings and process improvement initiatives
• Other duties as assigned

Qualifications

• High school diploma or equivalent required
• A valid driver’s license with a clean driving record
• Aggressive self starter with a desire to grow and develop
• Training and development experience
• Advanced customer service skills with professional phone etiquette
• Strong organizational and multitasking skills with ability to answer a multi-line phone system
• Strong interpersonal skills with the ability to convey empathy
• Ability to prioritize and adapt in a fast-paced environment while creatively solving problems
• Excellent verbal and written communication skills
• Strong data entry skills with advanced attention to detail and accuracy
• Well organized and ability to work independently and as part of a team
• Able to work flexible schedule that may include weekends
• Contract administration
• Intermediate computer skills including proficiency with Google Workspace, Google Chat, and Microsoft Office programs

Preferred Skills & Knowledge

• 1+ years of sales experience
• 1+ years in a professional office setting
• Understanding of HVAC, plumbing, and hydronic systems terminology
• Previous experience in customer service, dispatching, administrative coordination, or service industry operations preferred
• Experience in HVAC, plumbing, hydronics, construction, or mechanical service industries strongly preferred
• Experience using Sage 100 and/or Sage Field Operations preferred
• Knowledge of dispatching and technician scheduling best practices
• Familiarity with inventory management, purchasing, and parts ordering processes
• Ability to coordinate multiple service priorities simultaneously
• Strong customer conflict resolution skills
• Bilingual (Spanish)
• Fork lift certified

Work Schedule

• Full-time position
• Monday through Friday
• Additional flexibility may be required during peak seasons or emergency situations

Performance Expectations

• Maintain professional and positive customer interactions
• Ensure accurate and timely scheduling and dispatching
• Support technician efficiency and productivity
• Maintain accurate billing, purchase orders, receipts, and documentation
• Contribute to a team-oriented office environment
• Demonstrate reliability in cross-coverage and shared CSR responsibilities

Reporting Structure

Reports To:

• Service Manager and/or Operations Manager

Works Closely With:

• HVAC Service Technicians
• Plumbing Technicians
• Hydronics Technicians
• HVAC New Construction Team
• Project Managers
• Vendors and Suppliers