Customer Service Representative (Call Center)

Customer Service Representative (Call Center) AirCo Air Conditioning, Heating & Plumbing Position Summary AirCo is seeking a reliable and customer-focused Customer Service Representative (CSR) to join our call center team. This role is the first point of contact for customers and plays a critical role in scheduling service, handling inquiries, and ensuring a positive customer experience across HVAC and plumbing services. Key Responsibilities Answer inbound customer calls in a professional and friendly manner Schedule HVAC, heating, and plumbing service appointments Dispatch and coordinate service calls with field technicians Provide accurate information regarding services, pricing, and availability Handle customer concerns, complaints, and service issues with urgency and care Document all interactions in the CRM/service system (e.g., ServiceTitan) Follow up on open work orders and ensure customer satisfaction Support emergency and after-hours call procedures when assigned Maintain strong communication with dispatch, technicians, and management Qualifications High school diploma or equivalent required 1+ year of customer service or call center experience preferred (home services experience a plus) Strong phone communication and active listening skills Ability to multitask in a fast-paced environment Basic computer skills (CRM systems, scheduling software, Microsoft Office) Professional, calm, and solution-oriented attitude Reliable attendance and strong work ethic Preferred Skills (Not Required) HVAC, plumbing, or home services industry experience Experience with ServiceTitan or similar dispatch software Bilingual (English/Spanish) Work Environment & Schedule Office-based call center environment Rotating schedule depending on business needs May include occasional evening, weekend, or on-call coverage Fast-paced, team-oriented setting focused on customer satisfaction and efficiency What We Offer Competitive hourly pay (based on experience) Overtime opportunities during peak season Training and growth opportunities into dispatch or operations roles Stable, growing company environment Employee support and team culture focused on service excellence #J-18808-Ljbffr