Customer Service Representative

Bold City Heating & Air•Jacksonville, FL

7d•Onsite

About The Position

We’re looking for a friendly, dependable, and detail-oriented Customer Service Representative (HVAC) to join our team. You’ll be responsible for answering incoming calls, making outbound calls to existing customers to schedule services, and ensuring every customer receives the highest level of service. This is a call-by-call scheduling position with management authority over the dispatch board, technician movement, ticket completion, and customer satisfaction. As an HVAC Customer Service Representative, you are responsible for every call from booking to completion. You do not simply place technicians on calls—you manage outcomes technician movement, and customer update is owned by you until the job is complete and the customer is satisfied.

Requirements

Must be available to work the following shifts: Sat/Sun (8am-6pm) Thurs/Fri/Mon (12-8pm).
Minimum of three years of experience in HVAC/home services industry (Required).
Proficient in utilizing Service Titan (Required).
Must be prepared to work after-hours shifts and weekend coverage (rotating).

Nice To Haves

Associates or Bachelors Degree (Preferred).

Responsibilities

Dispatch technicians in a fast-paced, high-volume environment.
Actively manage the dispatch board in real time.
Route technicians efficiently to maximize productivity and profitability.
Ensure technicians do not move forward until the job is complete and the customer is 100% satisfied.
Confirm technician arrival times and execute call-aheads consistently.
Manage the on-call rotation and coverage.
Forecast labor needs based on call volume and board load.
Enforce company process 100% of the time.
Identify and resolve issues before they escalate.
Ensure all tickets are properly documented and fully closed.
Manage technicians through structure and systems, make real-time decisions under pressure, and be measured by efficiency.