Customer Service Representative

Job Description

Job Description

Pro Energy Solutions is a family-owned HVAC company looking for a reliable, organized, and customer-focused Customer Service Representative to join our office team.

The CSR is an important part of our daily operations and is often the first point of contact for our customers. This position involves answering phones, helping customers with service needs, scheduling appointments, following up with leads, and communicating closely with our technicians and office team.

We are looking for someone who is comfortable in a busy environment, can stay organized while handling multiple tasks, and knows how to communicate with customers professionally and confidently.

Job Responsibilities:

• Answer incoming customer calls and respond to customer emails and messages in a friendly and professional manner

• Schedule service, maintenance, repair, and estimate appointments based on technician availability and customer needs

• Accurately enter customer information, equipment information, appointment details, and notes into our scheduling/service software

• Handle new customer inquiries and HVAC leads from sources including Home Depot and other marketing channels

• Follow up with new leads promptly and consistently

• Communicate with technicians throughout the day regarding schedules, customer information, job updates, and appointment changes

• Monitor the daily schedule and help keep appointments running smoothly

• Reschedule appointments and communicate schedule changes to customers when necessary

• Explain service appointments, diagnostic fees, maintenance services, and available options to customers

• Assist customers with questions regarding service plans, warranties, invoices, payments, permits, and completed work

• Promote and explain Pro Energy Solutions’ service and protection plans when appropriate

• Follow up with customers after service appointments when needed

• Document customer conversations and important job information accurately in the system

• Work with the office and management team to resolve customer concerns and service issues

• Maintain a professional and positive attitude when dealing with upset or frustrated customers

• Assist with general office and administrative tasks as needed

• Maintain confidentiality and accuracy when handling customer and company information

Qualifications:

• Previous customer service, call center, dispatch, scheduling, or office experience preferred

• HVAC, plumbing, electrical, home services, or other service-industry experience is a plus but not required

• Strong verbal and written communication skills

• Comfortable answering a high volume of phone calls

• Ability to multitask and prioritize in a fast-paced office environment

• Strong attention to detail and organizational skills

• Comfortable using computers and learning new software

• Ability to remain calm and professional when dealing with difficult customers or unexpected situations

• Reliable, punctual, and dependable

• Team-oriented with a willingness to help wherever needed

• Ability to learn company procedures, pricing, scheduling processes, and service offerings

What We’re Looking For:

The right person for this position is someone who enjoys helping people, communicates well, and can think on their feet. HVAC experience is helpful, but we can teach the right person our systems and processes.

Growth & Opportunity

We offer room for raises based on performance, opportunities for growth and advancement, and overtime opportunities for employees looking to earn additional income.

This is a busy position where priorities can change throughout the day, so the ability to stay organized, take initiative, and keep moving without needing constant direction is important.

If you are someone who takes pride in providing great customer service, enjoys working with a team, and wants to be part of a growing family-owned company, we would love to hear from you.