Comfort Consultant

HVAC Comfort Consultant

The HVAC Comfort Consultant is responsible for meeting with residential and light commercial customers to evaluate heating, cooling, indoor air quality, and home-comfort needs and recommending appropriate HVAC replacement or upgrade solutions.

This position manages the sales process from the initial customer consultation through proposal, financing, signed agreement, and installation handoff. The Comfort Consultant is expected to provide a professional, consultative sales experience by educating customers, presenting appropriate options, addressing questions and concerns, and helping customers select a system that meets their comfort, efficiency, reliability, and budget requirements.

The Comfort Consultant must accurately evaluate jobsite conditions, document installation requirements, maintain complete records in ServiceTitan, and ensure all commitments made during the sales process are clearly communicated to the installation team.

Responsibilities include:

• Respond to company-generated HVAC replacement and comfort-system sales opportunities.
• Meet with homeowners and light commercial customers to evaluate their existing HVAC system and identify comfort concerns.
• Discuss customer needs including temperature control, humidity, energy efficiency, indoor air quality, equipment reliability, noise, and budget.
• Educate customers on available HVAC equipment, system features, warranties, maintenance options, and financing.
• Present multiple equipment or system options when appropriate.
• Prepare and present accurate written proposals using company-approved pricing.
• Professionally address customer questions and objections and ask for the sale.
• Obtain required customer signatures, deposits, financing approvals, and other documentation.
• Follow up with unsold estimates and maintain an active pipeline of open opportunities.
• Maintain company pricing standards and required gross-profit margins.
• Inspect existing HVAC equipment and document equipment type, size, age, location, controls, electrical requirements, refrigerant type, drainage, and accessibility.
• Evaluate visible ductwork and identify potential airflow or comfort concerns.
• Measure and photograph equipment locations and relevant installation conditions.
• Identify potential installation challenges before the project is sold.
• Determine whether duct modifications, electrical work, drainage modifications, specialty equipment, permits, or additional technical evaluation may be required.
• Coordinate with management or technical personnel when unusual or complex installation conditions are discovered.
• Ensure recommended equipment is appropriate for the application and consistent with company installation standards.

The Comfort Consultant may recommend solutions including:

• Heat pumps and straight-cool systems
• Gas furnace systems
• Variable-speed and inverter systems
• High-efficiency HVAC equipment
• Ductless and mini-split systems
• Smart thermostats and controls
• Dehumidification systems
• Air filtration and indoor air quality products
• Duct modifications
• Zoning systems
• Maintenance agreements
• Extended labor warranties and protection plans

Recommendations must be based on legitimate customer needs, system requirements, and company standards.

The Comfort Consultant is responsible for preparing complete and accurate proposals and ensuring the installation department receives sufficient information to properly complete each sold project.

Required documentation may include:

• Equipment type, size, and model
• Equipment and thermostat locations
• Accessories and indoor air quality products
• Site photographs and measurements
• Ductwork modifications
• Electrical requirements
• Drainage modifications
• Equipment access limitations
• Specialty equipment or crane requirements
• Customer requests and expectations
• Installation scheduling considerations
• HOA or property requirements disclosed by the customer
• Other unusual jobsite conditions

All customer agreements, pricing, discounts, financing terms, warranties, and installation requirements must be accurately documented in ServiceTitan.

The Comfort Consultant is responsible for ensuring that promises made during the sales process are properly documented and communicated to the installation and operations teams.

Additional responsibilities include:

• Provide a professional, respectful, and educational customer experience.
• Arrive on time for scheduled appointments or communicate promptly regarding delays.
• Maintain professional appearance and conduct while representing the company.
• Respect customers' homes and property.
• Respond promptly to customer questions and concerns.
• Maintain regular follow-up with customers who have not yet made a purchasing decision.
• Document reasons for lost sales whenever possible.
• Assist with resolving sales-related customer concerns when appropriate.
• Build long-term customer relationships that encourage repeat business, maintenance agreements, referrals, and positive reviews.
• Never misrepresent equipment capabilities, warranties, financing terms, rebates, expected energy savings, or installation requirements.

Performance may be measured using factors including:

• Total HVAC replacement revenue sold
• Gross-profit dollars and percentage
• Closing percentage
• Average replacement ticket
• Financing utilization
• Maintenance agreement attachment rate
• Indoor air quality attachment rate
• Lead-to-sale conversion
• Sales cancellation rate
• Accuracy of sold-job documentation
• Installation issues caused by sales errors or omissions
• Estimate follow-up activity
• Customer satisfaction and reviews
• ServiceTitan documentation compliance

The Comfort Consultant is expected to meet established sales goals while maintaining ethical sales practices, company pricing standards, and a high level of customer service.