HVAC Customer Support Coordinator

Job Description

Job Description

For more than four decades, Airtron Heating & Air Conditioning has helped homeowners stay comfortable year-round. We’ve earned trust by arriving when we say we will, doing quality work, and treating people with respect. If you take pride in helping others and doing things the right way, you’ll feel at home here.

A day in this role

Picture your morning: you log in, greet customers on the phone with a calm, friendly voice, and book service appointments. As requests come in, you coordinate schedules, offer service plans when they fit, and securely handle payments and refunds. Throughout the day, you keep information flowing—entering accurate details, using email and text tools to route technicians efficiently, and calling customers to follow up on permits, inspections, or to reschedule when plans change.

When a concern surfaces, you help resolve it fairly and effectively, always aligned with consumer protection laws. You support promotions and installations by providing clear communication, and you turn customer survey feedback into recommendations—sometimes even drafting improvement plans. You follow location initiatives, uphold company policies (especially safety), and lend a hand on additional tasks as the team needs.

What you’ll do

• Answer inbound calls; make limited outbound calls for follow-ups, permits/inspections, and rescheduling.
• Schedule appointments and coordinate resources to keep field teams moving efficiently.
• Support sales efforts, promotions, installations, and customer communications.
• Process credit card payments and refunds; present service plan options where appropriate.
• Maintain meticulous data entry; communicate via email, text, and internal tools to route manpower and materials.
• Resolve customer issues fairly and in line with applicable consumer laws.
• Educate customers on location initiatives and make recommendations from survey results; at times, build improvement plans.

Minimum qualifications

• High school diploma or GED.
• 2–4 years in an office environment, with at least 20% of each workday assisting customers by phone.
• General computer proficiency with 1+ year using Microsoft Excel, Word, and Outlook.
• Fluent in English, written and spoken.
• Valid driver’s license.
• Willing to work overtime on short notice; occasional weekend hours.

Preferred

• Completed college coursework.

Skills that set you up for success

• A strong service mindset and a collaborative, team-first approach.
• Clear, professional communication—written and verbal.
• Comfort working in a fast-moving environment with changing priorities.
• Organization, attention to detail, and the ability to juggle multiple tasks.
• Eagerness to learn and contribute across levels of the organization.
• Ability to build positive relationships with internal and external customers.
• Acceptance of and commitment to a robust safety culture.
• Related experience may substitute for formal education.

Work setting & physical demands

• Onsite role in an open office; fast-paced environment.
• Lift and move up to 20 pounds frequently.
• Regular bending at the waist, kneeling, and crouching.
• Extended periods of sitting, standing, and walking.
• Ability to hear and distinguish speech and other sounds to safely use phones/office equipment.
• Vision adequate for near, far, and peripheral viewing with normal depth perception (with or without correction).
• Speak clearly to share information; type using a keyboard and/or 10-key keypad.
• Use arms and hands to reach overhead; grasp, lift, turn, push, and pull objects or tools.

Equal Opportunity

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

Airtron is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, sex, pregnancy, sexual orientation, age, religion, creed, national origin, gender identity, disability, military/veteran status, genetic information or any other categories protected by applicable law.

Note

This overview outlines the core scope of the position; responsibilities and duties may evolve based on Airtron’s needs, with or without prior notice.