Customer Service Representative

Job Description

Job Description

Job Title: Customer Service Representative

Overview

The Customer Service Representative (CSR) serves as the first point of contact for prospective and existing customers seeking information about heating, cooling, or energy-efficient comfort solutions. This role focuses on handling inbound calls, qualifying customer needs, and scheduling in-home consultations for the Comfort Specialist team. The CSR ensures that every customer interaction reflects the company’s values of professionalism, responsiveness, and care. The ideal candidate is detail-oriented, personable, and comfortable managing a fast-paced volume of customer inquiries while maintaining exceptional service standards.

Key Responsibilities

Customer Engagement & Call Handling

• Answer inbound customer calls, emails, and online inquiries in a professional, courteous, and timely manner.
• Listen attentively to customer needs to understand the nature of their inquiry (e.g., service, replacement, or new installation).
• Provide accurate information about company offerings, available promotions, and general HVAC system options.
• Capture and record all necessary customer information, including property details, system type, and preferred appointment times.
• Use an empathetic and solution-oriented approach to turn inquiries into scheduled consultations.

Appointment Scheduling & Lead Coordination

• Schedule in-home appointments for Comfort Specialists based on territory, availability, and customer preferences.
• Coordinate closely with the Sales Coordinator and Comfort Specialist teams to ensure accurate appointment details and smooth handoffs.
• Confirm appointments via phone, text, or email and manage reschedules or cancellations promptly.
• Enter all customer and appointment data accurately into the CRM system.

Customer Experience & Team Collaboration

• Ensure all inbound leads are properly documented, tracked, and assigned within the CRM or lead management system.
• Update customer records following each call or appointment confirmation.
• Support outbound follow-up efforts for missed calls, voicemail messages, or unconfirmed leads as needed.
• Provide a consistent, positive experience for every customer by maintaining professionalism and empathy throughout the call process.

Qualifications & Experience

• Minimum of two (2) years of experience in customer service, call center, or appointment scheduling role, ideally in HVAC, home services, or related industries.
• Strong phone presence with the ability to build rapport quickly and maintain a calm, professional tone under pressure.
• Excellent telephone skills and customer engagement abilities
• Experience handling a high volume of inbound calls and managing multiple priorities effectively.
• Familiarity with CRM or scheduling software (e.g., ServiceTitan, Salesforce, HubSpot, or equivalent).
• Excellent verbal and written communication skills with strong attention to detail.
• Demonstrated reliability, punctuality, and consistency in customer-facing roles.
• Strong organizational skills with the ability to follow structured processes and maintain accurate records.
• Ability to Multitask - typing and navigating systems while speaking with customers
• Basic proficiency with Microsoft Office Suite (Word, Excel, Outlook).

Core Competencies

• Organization & Accuracy: Maintains detailed records and ensures documentation is complete and compliant.
• Customer Focus: Anticipates needs, listens actively, and provides courteous, efficient assistance.
• Communication: Conveys information confidently, clearly and professionally both verbally and in writing.
• Organization & Accuracy: Maintains accurate records and ensures details are entered correctly in all systems.
• Time Management: Handles multiple calls and tasks efficiently in a high-volume environment.
• Teamwork: Collaborates effectively with sales and operations teams to achieve departmental goals.
• Problem Solving: Identifies issues quickly and uses sound judgment to resolve or escalate appropriately.
• Professionalism: Maintains a positive attitude and polished demeanor with customers and colleagues.

Equal Employment Opportunity

Rycor HVAC is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and do not discriminate against any employee or applicant for employment based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.