Customer Support Representative

Job Description

Job Description

Benefits:

• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

Customer Service Representative (CSR)

Airco Troy, Illinois

Schedule / Expected Work Hours

Full-time, MondayFriday, 8-hour shifts.
Typical hours: 7:00 AM 3:30 PM with occasional overtime or on-call rotation during peak seasons.

Job Summary

Airco, a leading residential & commercial HVAC/Mechanicals contractor in Troy, Illinois, is seeking a skilled Customer Service Representative (CSR) with 24 years of experience to support our service operations team. Youll serve as the first point of contact for customers, coordinating service calls, scheduling technicians, and ensuring an exceptional customer experience from initial call to job completion.

This is an in-office role that plays a critical part in technician utilization, customer retention, and overall service department performance. The ideal candidate thrives in a fast-paced environment, communicates professionally, and understands the urgency and coordination required in HVAC service operations.

Benefits/Perks

Competitive hourly pay ($20$23/hr based on experience)
Health, dental & vision insurance
401(k) with company match
Paid holidays & PTO
Ongoing training & system/software development
Company-branded apparel
Career growth & advancement track
Supportive, team-oriented culture
Year-round stable commercial service work
Performance-based bonus opportunities

Responsibilities

Answer inbound customer calls promptly and professionally; gather detailed service information and create accurate work orders.
Schedule and dispatch HVAC technicians based on priority, skill set, and geographic routing efficiency.
Coordinate preventive maintenance visits, emergency calls, and follow-up service appointments.
Maintain accurate customer records, job notes, and service history in CRM/dispatch software.
Communicate clearly with technicians regarding job details, site access, and scope updates.
Follow up with customers after service completion to confirm satisfaction and resolve minor concerns.
Assist with invoice preparation support, service documentation, and administrative tasks within the service department.
Support seasonal workload surges (summer cooling / winter heating peaks) with professionalism and urgency.
Participate in occasional on-call scheduling rotation during peak demand periods.

Qualifications

High school diploma or GED required; associate degree or business coursework preferred.
Minimum of 24 years of customer service experience; HVAC, plumbing, mechanical, or home service industry experience strongly preferred.
Experience with dispatching or scheduling field technicians is highly desirable.
Strong phone communication skills with a professional, friendly demeanor.
Ability to multi-task in a fast-paced, high call-volume environment.
Proficiency in Microsoft Office and CRM/dispatch software (ServiceTitan or similar platforms preferred).
Strong organizational skills and attention to detail.
Reliable attendance and ability to work full-time in-office.
Valid drivers license preferred.