Service Representative

Aston Carter•Alexandria, VA

1d•Onsite

About The Position

The HVAC Customer Service Representative serves as the first point of contact for customers, delivering professional and timely support in a fast-paced, metrics-driven environment. This role coordinates service requests for HVAC, plumbing, and electrical work, schedules and dispatches technicians, and ensures customers receive clear communication and a positive service experience from start to finish.

Requirements

2–4+ years of experience in an inbound and outbound call environment for a services-based company (such as roofing, windows, siding, pool repairs, or similar).
Proven customer service and customer support experience handling high volumes of calls.
Excellent verbal and written communication skills to interact effectively with customers and team members.
Strong problem-solving abilities with the capacity to handle customer issues and provide quick, practical solutions.
Solid organizational skills to manage multiple tasks, service requests, and follow-ups simultaneously.
Basic understanding of HVAC systems and terminology to assist customers accurately.
Demonstrated ability to work in a metrics-driven environment and consistently meet contact and performance goals.
Reliable transportation to ensure consistent and timely attendance on site.
High school diploma (HS Diploma) required.
Strong attendance and reliability record, with the ability to commit to a long-term role.

Nice To Haves

Experience with ServiceTitan software is a significant plus.
Prior experience in HVAC, electrical, or plumbing service environments is a significant plus.
Comfort with cold calling and proactive outreach to customers from provided lists.
Ability to thrive in a small, close-knit team environment with a family feel.
Interest in building a long-term career within a growing service organization.

Responsibilities

Manage inbound and outbound customer calls, emails, and inquiries in a professional, courteous, and efficient manner.
Schedule service appointments and clearly communicate service timelines, expectations, and next steps to customers.
Coordinate with HVAC technicians to optimize daily service schedules and dispatch them to job sites efficiently.
Provide technicians with accurate job details, updates, and customer information to support high-quality service delivery.
Maintain accurate, organized records of customer interactions, service requests, and job assignments in the appropriate systems.
Address customer concerns and issues promptly, working to resolve problems and ensure a positive overall service experience.
Gather customer feedback and relay it to the appropriate internal teams to support continuous improvement of services and processes.
Handle both inbound and outbound calls, including cold calling from provided lists when not actively answering incoming calls.
Work in a metrics-heavy environment and consistently meet or exceed performance expectations, including achieving at least 20 contacts per hour.
Demonstrate strong attendance, reliability, and a commitment to long-term employment with the team.