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CSR - Customer Service Representative

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Are you a people-first professional who thrives on turning customer interactions into memorable experiences? Join a fast-growing HVAC company where your communication skills, empathy, and problem-solving talents truly make a difference. We're not just looking for someone to answer phones — we’re looking for a customer care champion who can be the heart of our operation. From the first friendly hello to the final follow-up, you’ll play a key role in helping homeowners stay comfortable year-round. If you’re ready to be part of a supportive, high-energy team that values your voice and gives you room to grow, we’d love to meet you!

Job Summary: As a Customer Experience Representative, you will be the first point of contact for our customers — whether they’re calling about a broken A/C unit in the heat of summer or a preventive maintenance visit. With high emotional intelligence and strong communication skills, you’ll guide customers with empathy, patience, and professionalism. You’ll be responsible for managing incoming inquiries, scheduling appointments, resolving concerns, and ensuring each customer feels heard, understood, and valued.

The Customer Experience Representative is responsible for overseeing front desk operations, handling administrative duties, and serving as the first point of contact for customers. This role includes answering inquiries, scheduling service appointments, and performing industry-specific administrative tasks related to HVAC services. Strong customer service skills and the ability to effectively coordinate with both clients and service technicians are essential.

Key Responsibilities:

  • Customer Interaction: Welcome customers and clients, handle incoming phone calls, and respond to inquiries about HVAC services and products. Address concerns with empathy and ensure every customer feels acknowledged, understood, and valued.
  • Schedule Appointments: Manage scheduling for HVAC service calls, maintenance appointments, and installations, coordinating with technicians and clients.
  • Administrative Support: Assist in handling paperwork, data entry, and maintaining records related to HVAC jobs, invoices, and customer information.
  • Maintain Service Logs: Track and update service logs and ensure all records are kept accurately.
  • Billing and Invoices: Assist in generating and processing invoices, collecting payments, and handling billing inquiries.
  • Handle Mail and Deliveries: Receive and distribute incoming mail, packages, and parts deliveries for the HVAC business.
  • Communication: Serve as the point of contact between customers and technicians, relaying messages, updates, and scheduling changes as needed.
  • Inventory Coordination: Support with inventory tracking and ordering of HVAC parts and supplies when required.

Qualifications:

  • Proven experience as a receptionist or administrative assistant, preferably in the HVAC or service industry.
  • Strong customer service and communication skills.
  • High emotional intelligence
  • Proficiency in office management software (e.g., MS Office, Google suite, Field Service Management (FSM) Software a plus).
  • Ability to multitask and prioritize in a fast-paced environment.
  • High school diploma or equivalent; additional certifications or training in customer service is a plus.

This role requires a detail-oriented individual who can manage customer interactions effectively while supporting the operational needs of an HVAC business.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

  • 401(k)
  • Paid time off
  • Professional development assistance

Shift:

  • 8 hour shift
  • Day shift

Work Location: In person

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