HVAC Customer Service Representative

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Handle incoming customer calls, emails, and messages in a courteous and professional manner.

• Address customer inquiries related to HVAC services, scheduling, pricing, and service availability.

• Schedule, reschedule, and confirm appointments for HVAC services.

• Collaborate with HVAC technicians to coordinate daily schedules for efficient routing and timely service delivery.

• Dispatch technicians while accurately relaying job details, customer information, and service requirements.

• Gather and document customer information, service requests, equipment details, and appointment notes.

• Create and maintain customer records within CRM or HVAC management software.

• Follow up with customers on estimates, appointments, completed services, maintenance suggestions, and pending requests.

• Resolve customer concerns and complaints promptly and effectively.

• Monitor technician schedules and inform customers of any delays, cancellations, or changes.

• Assist customers with inquiries about HVAC services, maintenance, repairs, installations, and service processes.

• Identify service opportunities and recommend suitable HVAC services.

• Follow up on unsold estimates and open opportunities to enhance booked jobs and revenue.

• Reach out to customers regarding maintenance agreements, seasonal tune-ups, service reminders, and recurring HVAC services.

• Process service requests, work orders, invoices, payments, and associated documentation.

• Keep accurate records of customer interactions, appointments, service history, and technician notes.

• Coordinate with technicians, service managers, dispatchers, and internal team members.

• Monitor open service tickets and follow up on unresolved customer issues.

• Assist with after-hours or emergency service requests in accordance with company protocols.

• Identify scheduling conflicts and proactively address issues that may impact customers.

• Support administrative tasks related to service operations, customer accounts, and daily scheduling.

• Uphold confidentiality and safeguard customer and company information.

• Execute additional administrative, customer service, and operational tasks as assigned.

⛳️ Requirements

• At least 2 years of experience in customer service, call center support, dispatching, HVAC administration, or a comparable role.

• Experience in the HVAC industry is highly desirable.

• Exceptional written and verbal communication skills in English.

• Strong phone presence with the ability to communicate clearly and professionally with customers.

• Comfortable managing a high volume of both inbound and outbound calls.

• Excellent customer service and relationship-building abilities.

• Capacity to remain calm, professional, and solution-focused when dealing with challenging customers or urgent service requests.

• Strong organizational skills with a keen attention to detail.

• Ability to juggle multiple appointments, customer requests, and priorities at once.

• Familiarity with HVAC terminology, service processes, and common HVAC equipment is a significant advantage.

• Proficiency with HVAC software, CRM systems, and field service management platforms such as ServiceTitan, Housecall Pro, Jobber, FieldEdge, or similar systems is strongly preferred.

• Experience in scheduling and dispatching technicians is a plus.

• Proficient in Google Workspace and/or Microsoft Office applications.

• Strong computer skills and the ability to quickly learn new software and systems.

• Capability to accurately document customer interactions, service details, and appointment information.

• Effective problem-solving and decision-making skills.

• Ability to work independently while ensuring consistent communication with the team.

• Highly reliable, proactive, and organized.

• Strong ability to prioritize tasks and work effectively in a fast-paced environment.

• High level of professionalism, dependability, and integrity.

• Sales or upselling experience is a plus, especially in home services or HVAC.

• Experience working remotely with U.S.-based customers or companies is highly preferred.

🏝️ Benefits

• Paid training

• Work from home