Customer Service Representative

Job Description

Job Description

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