HVAC Customer Service Representative

Accurate Mechanical Inc•Chillicothe, OH

3d•Onsite

About The Position

The Residential HVAC Customer Service Representative (CSR) plays a pivotal role in ensuring exceptional customer experiences within the residential HVAC sector of the construction industry. This position is responsible for managing customer inquiries, scheduling HVAC equipment installations and maintenance, and coordinating dispatch operations to optimize service efficiency. The CSR acts as the primary liaison between customers and field technicians, ensuring clear communication and timely resolution of service requests. By providing expert guidance and support, the CSR helps maintain high customer satisfaction and fosters long-term client relationships. Ultimately, this role contributes significantly to the operational success and reputation of the company by delivering reliable and professional customer service.

Requirements

High school diploma or equivalent.
Proven experience in customer service roles, preferably within the HVAC or construction industry.
Basic knowledge of HVAC equipment and installation processes.
Strong organizational skills with the ability to manage multiple tasks and dispatch schedules simultaneously.
Proficiency in using dispatching software and customer relationship management (CRM) tools.
HVAC equipment knowledge and installation understanding.
Dispatching skills.
Great customer service skills involving active listening, empathy, and clear communication.

Nice To Haves

Certification or training related to HVAC systems or construction industry standards.
Experience with advanced dispatching systems and inventory management.
Excellent communication skills with a focus on conflict resolution and customer satisfaction.
Familiarity with local building codes and safety regulations related to HVAC installation.
Bilingual abilities to support diverse customer populations.
Advanced dispatching skills.
Familiarity with industry regulations.

Responsibilities

Respond promptly and professionally to customer inquiries regarding HVAC equipment and installation services.
Schedule and dispatch HVAC technicians to residential job sites, ensuring efficient allocation of resources and timely service delivery.
Maintain accurate records of customer interactions, service requests, and dispatch activities using company software systems.
Collaborate with field technicians and management to resolve any service issues or delays, keeping customers informed throughout the process.
Provide detailed information to customers about HVAC products, installation procedures, and maintenance recommendations to support informed decision-making.