Call Center Customer Service Representative

About Cooper Heating & CoolingFounded in 1978, Cooper Heating & Cooling, Inc. is proud to be one of Colorado’s largest and most trusted residential HVAC companies. We were honored as a 2025 Denver Post Top Workplace, and we continue to grow by putting people first—our customers and our team.At Cooper, we believe in working hard, having fun, and taking care of each other. We’re redefining what it means to work in the trades by building a service-first, membership-driven model focused on Safety, Health, Comfort, and Efficiency. Our leadership culture is rooted in Drive – Integrity – Impact, and we’re committed to delivering seamless, high-quality experiences for every customer.Position SummaryThe Customer Service Representative (CSR) is the first impression of Cooper Heating, Cooling, Plumbing & Electrical. This role is responsible for delivering an exceptional customer experience by answering inbound calls, booking service appointments, managing customer communications, and ensuring every opportunity is converted into a scheduled appointment. The ideal candidate is positive, organized, detail-oriented, and thrives in a fast-paced environment.We also believe a great workplace should be a place where people enjoy coming to work and feel connected to their team. That’s why we invest in our people and make time to celebrate together with:Monthly team eventsWeekly team breakfastsMonthly team lunchesFun company events and activities throughout the yearOpportunities to connect, celebrate wins, and build relationships outside of the everyday work environmentAt Cooper, you’re not just joining a company—you’re joining the Green Team, where hard work is recognized, success is celebrated, and we have some fun along the way.Key ResponsibilitiesAnswer inbound customer calls promptly and professionally.Schedule HVAC, plumbing, electrical, and maintenance appointments using ServiceTitan.Convert inbound inquiries into booked appointments while following company scripts and procedures.Handle emergency calls with urgency and empathy.Confirm appointments and minimize cancellations and no-shows.Make outbound calls for unscheduled estimates, maintenance renewals, and customer follow-up.Maintain accurate customer records and detailed job notes.Communicate effectively with dispatch, technicians, and management.Assist with customer concerns and resolve issues professionally.Support seasonal promotions, membership renewals, and financing opportunities.Meet or exceed daily, weekly, and monthly performance goals.QualificationsPrevious customer service or call center experience preferred.HVAC, plumbing, electrical, or home service experience is a plus.Experience with ServiceTitan is preferred.Excellent verbal and written communication skills.Strong computer and multitasking abilities.Professional phone etiquette.Ability to remain calm under pressure.Strong attention to detail and organizational skills.Team player with a positive attitude.Performance Expectations (KPIs)Answer calls quickly and professionally.Maintain a high booking conversion rate.Deliver outstanding customer satisfaction.Complete accurate documentation in ServiceTitan.Meet attendance and schedule adherence expectations.Support company revenue goals through effective scheduling and follow-up.What Success Looks Like at CooperAt Cooper, our CSRs don't simply answer phones—they create outstanding customer experiences. Every call is an opportunity to earn trust, solve problems, and schedule the right solution for our customers. Successful team members are dependable, coachable, and committed to delivering exceptional service while helping the company grow.CompensationPay: $19.00–$22.00 per hour, depending on experience and qualificationsPerformance bonus opportunitiesScheduleMonday–Friday8:00 AM–5:00 PMSchedule / On-Call RequirementsThis position participates in a weekly after-hours on-call rotation. Employees are expected to remain available and responsive during their assigned on-call week in accordance with company expectations.Employees who successfully complete their assigned on-call week will receive a $150 Availability Bonus, regardless of call volume. This bonus is provided for maintaining availability during the assigned on-call period and is separate from compensation for any actual hours worked while responding to after-hours calls.BenefitsPaid training and training stipendsHealth, dental, and vision insuranceLife & AD&D insuranceLong-Term Disability (LTD) coverageFlexible Spending Accounts (Health Care & Dependent Care)Voluntary Accident, Hospital, and Critical Illness insurance401(k) with a generous 3% company matchPaid Time Off (PTO) and paid holidays (6 days)Team events and community involvementCareer advancement opportunities within Cooper Heating, Cooling, Plumbing & ElectricalJoin the Green TeamThis role is ideal for someone looking to grow a career in HVAC, offering mentorship and continuous training to support long-term success.Apply and help shape the future of home HVAC services in Colorado.Application Deadline: Application Deadline: The anticipated application deadline is October 23 2026. Cooper Heating & Cooling may extend the application deadline based on business needs and will update this posting if the deadline is extended. #J-18808-Ljbffr Paycom