Customer Service Representative

Job Description

Job Description

Customer Service Representative

Absolute Air Services | Portland, CT

Build Your Career as the Voice of Absolute Air Services

At Absolute Air Services, we help homeowners stay comfortable by delivering dependable heating, cooling, and indoor air quality solutions backed by responsive, professional service. Every customer interaction matters, and the experience we provide over the phone is just as important as the work performed inside the home.

We’re looking for an experienced Customer Service Representative to join our team in Portland, CT. In this role, you’ll serve as one of the first points of contact for our customers—answering questions, scheduling service appointments, resolving concerns, and helping customers connect with the solutions they need.

This is an excellent opportunity for a motivated customer service professional who enjoys a fast-paced environment, communicates confidently, and takes pride in creating positive experiences. You’ll receive comprehensive training, ongoing mentorship, and the opportunity to earn additional compensation through monthly bonuses or commissions.

What You’ll Do

• Cheerfully answer incoming calls and assist customers with scheduling service appointments.
• Convert inbound customer calls into accurately booked service appointments.
• Respond to customer inquiries through phone calls, text messages, email, social media platforms, and online review sites.
• Follow up on completed and pending jobs to support a positive customer experience.
• Deliver company call scripts with an authentic, clear, compelling, and personable approach.
• Assist customers with basic questions, concerns, and service-related issues.
• Promote appropriate products, services, maintenance plans, and available solutions.
• Build rapport with customers and encourage long-term relationships and repeat business.
• Handle customer complaints professionally and follow the company’s process for reaching a timely and favorable resolution.
• Participate in training, call coaching, and role-playing designed to improve booking performance.
• Make outbound calls for customer follow-up, appointment scheduling, and other company initiatives.
• Maintain and update customer records with complete and accurate information.
• Collaborate with technicians, dispatchers, and other team members to provide a smooth customer experience.

What We’re Looking For

• At least three years of customer service experience.
• Excellent communication, organizational, and interpersonal skills.
• A polished, professional, and friendly demeanor.
• Strong customer service and relationship-building abilities.
• Self-motivation, discipline, and the ability to work with limited supervision.
• An ambitious and competitive nature.
• Confidence handling customer objections and guiding conversations toward a booked appointment.
• Working knowledge of Microsoft Office.
• Strong general computer skills and the ability to learn new software quickly.
• Ability to remain calm and professional when assisting frustrated or upset customers.
• Reliable attendance and punctuality.

Schedule and Work Requirements

• Ability to work Monday through Friday.
• Availability to participate in a rotating Saturday schedule.
• Ability to commute to the Portland, CT office daily.
• Reliable home Wi-Fi and the ability to work remotely during assigned on-call shifts.

Compensation and Benefits

• Competitive hourly rate based on experience.
• Additional on-call compensation.
• Potential monthly bonuses and commissions.
• Comprehensive paid training.
• Ongoing coaching, mentorship, and professional development.
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off and Paid Holidays
• Additional company benefits and employee programs

What Success Looks Like

Success in this role means customers feel welcomed, heard, and confident that they’ve called the right company. You’ll consistently book appointments accurately, resolve concerns professionally, maintain complete customer records, and help Absolute Air Services deliver an exceptional experience from the first conversation forward.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.