Customer Service Representative

Job Description

Job Description

About Us

AirLoom Cooling & Heating is a family-owned HVAC company proudly serving The Woodlands and surrounding areas. Formerly Cypress Creek AC, AirLoom has been providing residential heating, cooling, and indoor air quality services since 1979. The company focuses on honesty, integrity, same-day service, customer satisfaction, and helping homeowners stay comfortable year-round.

AirLoom Cooling & Heating is looking for a friendly, organized, and dependable Customer Service Representative to join our team. This person will be the first point of contact for customers calling to schedule service, ask questions, request estimates, or follow up on HVAC needs.

The ideal candidate is professional, detail-oriented, comfortable handling a high volume of phone calls, and enjoys helping customers feel taken care of. This role requires strong communication skills, accurate data entry, and the ability to coordinate with technicians, dispatch, and customers to keep daily operations running smoothly.

Responsibilities

• Answer incoming customer calls, emails, and service requests in a professional and friendly manner
• Schedule HVAC service, maintenance, repair, and estimate appointments
• Gather accurate customer information, service details, addresses, and contact information
• Communicate appointment times, technician availability, and service updates to customers
• Coordinate with dispatchers, technicians, and office staff to support daily scheduling
• Follow up with customers regarding appointments, service questions, and satisfaction
• Help promote maintenance plans, financing options, and available specials when appropriate
• Maintain accurate notes and customer records in the company system
• Handle customer concerns with patience, professionalism, and a solution-focused attitude
• Support office administration, data entry, filing, and other duties as assigned

Qualifications

• Previous customer service, call center, scheduling, dispatch, or office experience preferred
• HVAC, home services, construction, or trades industry experience is a plus
• Strong phone etiquette and clear communication skills
• Comfortable working with scheduling software, customer databases, email, and basic computer systems
• Ability to multitask in a fast-paced office environment
• Strong attention to detail and accuracy with customer information
• Positive attitude, reliable attendance, and professional appearance
• Ability to remain calm and helpful when handling urgent customer needs
• Must be able to pass a background check and drug screening, if required

Ideal Candidate

The best fit for this role is someone who enjoys helping people, stays organized under pressure, and understands that great customer service starts with listening. AirLoom values team members who are dependable, personable, and committed to making customers smile — qualities the company also highlights in its career expectations.

Why Join AirLoom Cooling & Heating?

• Family-owned company with long-standing roots in the community
• Residential HVAC company serving The Woodlands and surrounding areas
• Established business with 40+ years of experience
• Customer-focused culture built on honesty, integrity, and quality service
• Opportunity to be part of a team that helps homeowners stay comfortable and breathe easier

Schedule

Full-time preferred. Typical office hours may vary based on business needs, peak season demand, and customer service volume.