HVAC Customer Service Representative

About the Role:

The Residential HVAC Customer Service Representative (CSR) plays a pivotal role in ensuring exceptional customer experiences within the residential HVAC sector of the construction industry. This position is responsible for managing customer inquiries, scheduling HVAC equipment installations and maintenance, and coordinating dispatch operations to optimize service efficiency. The CSR acts as the primary liaison between customers and field technicians, ensuring clear communication and timely resolution of service requests. By providing expert guidance and support, the CSR helps maintain high customer satisfaction and fosters long-term client relationships. Ultimately, this role contributes significantly to the operational success and reputation of the company by delivering reliable and professional customer service.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in customer service roles, preferably within the HVAC or construction industry.
• Basic knowledge of HVAC equipment and installation processes.
• Strong organizational skills with the ability to manage multiple tasks and dispatch schedules simultaneously.
• Proficiency in using dispatching software and customer relationship management (CRM) tools.

Preferred Qualifications:

• Certification or training related to HVAC systems or construction industry standards.
• Experience with advanced dispatching systems and inventory management.
• Excellent communication skills with a focus on conflict resolution and customer satisfaction.
• Familiarity with local building codes and safety regulations related to HVAC installation.
• Bilingual abilities to support diverse customer populations.

Responsibilities:

• Respond promptly and professionally to customer inquiries regarding HVAC equipment and installation services.
• Schedule and dispatch HVAC technicians to residential job sites, ensuring efficient allocation of resources and timely service delivery.
• Maintain accurate records of customer interactions, service requests, and dispatch activities using company software systems.
• Collaborate with field technicians and management to resolve any service issues or delays, keeping customers informed throughout the process.
• Provide detailed information to customers about HVAC products, installation procedures, and maintenance recommendations to support informed decision-making.

Skills:

The required skills such as HVAC equipment knowledge and installation understanding enable the CSR to accurately address customer questions and coordinate technical services effectively. Dispatching skills are critical for managing technician schedules and ensuring timely service delivery, which directly impacts customer satisfaction. Providing great customer service involves active listening, empathy, and clear communication to build trust and resolve issues efficiently. Preferred skills like advanced dispatching and familiarity with industry regulations enhance the CSR's ability to optimize operations and maintain compliance. Together, these skills ensure the CSR can support both customers and field teams, contributing to smooth workflows and positive service outcomes.

Benefits:

• PTO Per Company Policy
• 6 paid holidays
• 401(K) plan, including company match
• Health, Dental, Vision, STD Life Insurance
• 125 Plan

Equal Opportunity Employer

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, sex, sexual orientation, gender identity, national origin, veteran or disability.