Customer Service Representative

HVAC Customer Service Representative

We are seeking a dependable, customer-focused HVAC Customer Service Representative to join our team. The CSR will serve as the primary point of contact for customers, scheduling HVAC service and maintenance appointments, answering questions, coordinating with technicians, and ensuring customers receive an exceptional experience.

This position follows a modified 4-day workweek consisting of four 10-hour shifts, with weekend availability required. The schedule provides consistent coverage for customers while maintaining a compressed workweek.

Key Responsibilities

• Answer incoming customer calls, emails, and service requests professionally and promptly.
• Schedule and dispatch HVAC service, maintenance, installation, and emergency appointments.
• Accurately collect customer information and document service needs.
• Communicate appointment times, technician arrival windows, and service updates.
• Coordinate closely with HVAC technicians and management to maintain efficient scheduling.
• Handle customer questions, concerns, and complaints with professionalism and empathy.
• Follow up with customers regarding completed services, estimates, maintenance, and outstanding issues.
• Maintain accurate customer records and service documentation.
• Assist with invoicing, payments, warranties, maintenance agreements, and other administrative tasks as needed.
• Identify opportunities to recommend maintenance plans or additional services when appropriate.
• Prioritize emergency and time-sensitive service calls.
• Maintain a positive, professional relationship with customers and field technicians.
• Perform other customer service and administrative duties as assigned.

Qualifications

• Previous customer service, call center, scheduling, dispatch, or office experience preferred.
• HVAC industry experience is a plus but not required.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• Ability to remain calm and professional in stressful customer situations.
• Comfortable working with computers, scheduling software, email, and Microsoft Office/Google Workspace.
• Strong attention to detail and accuracy.
• Ability to multitask and be self monitored for weekend shifts
• Must be dependable and willing to work four 10-hour shifts, including weekends.

Compensation & Benefits

• Competitive hourly pay
• Full-time, 40-hour schedule
• Compressed 4-day workweek
• Paid time off
• Medical benefits after 30 days
• Full Benefit package with dental, vision and short term, long term and 401k with matching after 90 days

Heartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.