Customer Service Representative
About The Position
The Customer Service Representative (CSR) serves as the first point of contact for prospective and existing customers seeking information about heating, cooling, or energy-efficient comfort solutions. This role focuses on handling inbound calls, qualifying customer needs, and scheduling in-home consultations for the Comfort Specialist team. The CSR ensures that every customer interaction reflects the company’s values of professionalism, responsiveness, and care. The ideal candidate is detail-oriented, personable, and comfortable managing a fast-paced volume of customer inquiries while maintaining exceptional service standards.
Requirements
- Minimum of two (2) years of experience in customer service, call center, or appointment scheduling role, ideally in HVAC, home services, or related industries.
- Strong phone presence with the ability to build rapport quickly and maintain a calm, professional tone under pressure.
- Excellent telephone skills and customer engagement abilities
- Experience handling a high volume of inbound calls and managing multiple priorities effectively.
- Familiarity with CRM or scheduling software (e.g., ServiceTitan, Salesforce, HubSpot, or equivalent).
- Excellent verbal and written communication skills with strong attention to detail.
- Demonstrated reliability, punctuality, and consistency in customer-facing roles.
- Strong organizational skills with the ability to follow structured processes and maintain accurate records.
- Ability to Multitask - typing and navigating systems while speaking with customers
- Basic proficiency with Microsoft Office Suite (Word, Excel, Outlook).
Nice To Haves
- Ideally in HVAC, home services, or related industries.
Responsibilities
- Answer inbound customer calls, emails, and online inquiries in a professional, courteous, and timely manner.
- Listen attentively to customer needs to understand the nature of their inquiry (e.g., service, replacement, or new installation).
- Provide accurate information about company offerings, available promotions, and general HVAC system options.
- Capture and record all necessary customer information, including property details, system type, and preferred appointment times.
- Use an empathetic and solution-oriented approach to turn inquiries into scheduled consultations.
- Schedule in-home appointments for Comfort Specialists based on territory, availability, and customer preferences.
- Coordinate closely with the Sales Coordinator and Comfort Specialist teams to ensure accurate appointment details and smooth handoffs.
- Confirm appointments via phone, text, or email and manage reschedules or cancellations promptly.
- Enter all customer and appointment data accurately into the CRM system.
- Ensure all inbound leads are properly documented, tracked, and assigned within the CRM or lead management system.
- Update customer records following each call or appointment confirmation.
- Support outbound follow-up efforts for missed calls, voicemail messages, or unconfirmed leads as needed.
- Provide a consistent, positive experience for every customer by maintaining professionalism and empathy throughout the call process.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
