Customer Service Representative

HOP Energy, LLC•Raleigh, NC

9d•$23 - $25

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).

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.