HVAC Receptionist

HVAC Receptionist / Customer Service Representative

Location: Timonium, MD.

Company: Elmar Heating & Cooling.

Elmar Heating & Cooling is a trusted HVAC company serving homeowners throughout the Baltimore area. We pride ourselves on exceptional customer service, honest communication, and quality workmanship. We're looking for a friendly, organized, and customer-focused individual to join our team as our HVAC Receptionist.

Position Summary:

The HVAC Receptionist serves as the first point of contact for our customers. This position is responsible for answering incoming phone calls, assisting customers, scheduling service appointments, and supporting our dispatch team to ensure technicians are efficiently scheduled and customers receive outstanding service. Previous HVAC customer service or dispatch experience is strongly preferred.

Responsibilities:

• Answer incoming phone calls in a professional and friendly manner.
• Schedule service, maintenance, and installation appointments.
• Assist customers with questions regarding appointments, services, and billing.
• Coordinate with dispatch to ensure efficient technician scheduling.
• Communicate appointment updates with customers and technicians.
• Enter and update customer information accurately in company software.
• Respond to emails and online customer inquiries.
• Process service requests and create work orders.
• Provide excellent customer service while resolving customer concerns.
• Assist office staff with administrative tasks as needed.
• Maintain accurate records and documentation.
• Support daily office operations.

Qualifications:

• Excellent phone etiquette and communication skills.
• Strong organizational and multitasking abilities.
• Customer-focused attitude.
• Ability to work in a fast-paced environment.
• Proficient with computers and Microsoft Office.

• 2+ years of HVAC dispatch, HVAC customer service, or HVAC office experience.
• Experience using HouseCall Pro or similar field service management software.
• Knowledge of HVAC terminology and service processes.
• Experience scheduling technicians or coordinating field personnel.

What We're Looking For:

• Enjoys helping customers.
• Is dependable and punctual.
• Can remain calm under pressure.
• Has strong attention to detail.
• Works well with technicians and office staff.
• Takes initiative and is eager to learn.

Benefits:

• Competitive pay based on experience.
• Paid Time Off (PTO).
• Paid holidays.
• Health insurance.
• Retirement plan (if applicable).
• Ongoing training and career growth opportunities.
• Supportive, team-oriented work environment.

Schedule:

• Full-Time.
• Monday–Friday.
• Occasional overtime as needed.

If you have HVAC customer service or dispatch experience and enjoy providing exceptional service to customers, we'd love to hear from you. Join Elmar Heating & Cooling and become part of a team committed to delivering comfort and quality throughout the Baltimore area.