# HVAC Customer Service Representative

**Company:** [Virtual Assist](https://jobs.workable.com/companies/3QZ68BGcxcSiMisP4zda5n.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time

[Apply for this job](https://jobs.workable.com/view/61f0fa2d-fa96-4758-a372-1466f3759f96)

## Description

We are seeking a highly professional, organized, and customer-focused HVAC Customer Service Representative to serve as a primary point of contact for customers and support the day-to-day operations of an HVAC service company. The ideal candidate has excellent communication skills, strong attention to detail, and the ability to remain calm and professional in a fast-paced environment.

## Requirements

**Key Responsibilities:**

-   Answer incoming customer calls, emails, and messages in a professional and friendly manner.
-   Respond promptly to customer inquiries regarding HVAC services, appointments, pricing, and service availability.
-   Schedule, reschedule, and confirm HVAC service appointments based on technician availability and customer needs.

-   Coordinate daily schedules with HVAC technicians to ensure efficient routing and timely service appointments.
-   Dispatch technicians and communicate job details, customer information, and service requirements accurately.
-   Collect and document customer information, service requests, equipment details, and appointment notes.
-   Create and update customer records in the CRM or HVAC management software.
-   Follow up with customers regarding estimates, scheduled appointments, completed
-   services, maintenance recommendations, and outstanding requests.
-   Handle customer concerns and complaints professionally while working toward timely and appropriate resolutions.
-   Monitor technician schedules and communicate any delays, cancellations, or changes to customers.
-   Assist customers with basic questions regarding HVAC services, maintenance, repairs, installations, and service processes.
-   Identify potential service opportunities and recommend appropriate HVAC services based on customer needs.
-   Follow up on unsold estimates and open opportunities to help increase booked jobs and revenue.
-   Contact customers regarding maintenance agreements, seasonal tune-ups, service reminders, and other recurring HVAC services.
-   Assist with inbound and outbound customer communication, including appointment confirmations and follow-up calls.
-   Process service requests, work orders, invoices, payments, and other customer-related documentation as needed.
-   Maintain accurate records of customer interactions, appointments, service history, and technician notes.
-   Coordinate with technicians, service managers, dispatchers, and other internal team members to ensure smooth job execution.
-   Monitor open service tickets and follow up to ensure outstanding customer issues are addressed promptly.
-   Assist with after-hours or emergency service requests according to company procedures.
-   Maintain a high level of professionalism and customer service during every customer interaction.
-   Help identify scheduling conflicts and proactively resolve issues that may affect the customer experience.
-   Support the team with administrative tasks related to service operations, customer accounts, and daily scheduling.
-   Maintain confidentiality and protect customer information and company data.
-   Perform additional administrative, customer service, and operational tasks as assigned.

**Qualifications & Skills:**

-   Minimum of 2 years of experience in customer service, call center support, dispatching,
-   HVAC administration, or a similar role.
-   HVAC industry experience is highly preferred.
-   Excellent written and verbal English communication skills.
-   Strong phone presence and the ability to communicate clearly and professionally with customers.
-   Comfortable handling a high volume of inbound and outbound calls.
-   Strong customer service and relationship-building skills.
-   Ability to remain calm, professional, and solution-oriented when handling difficult customers or urgent service requests.
-   Strong organizational skills with excellent attention to detail.
-   Ability to manage multiple appointments, customer requests, and priorities simultaneously.
-   Experience with HVAC terminology, service processes, and common HVAC equipment is a strong advantage.
-   Familiarity with HVAC software, CRM systems, and field service management platforms such as ServiceTitan, Housecall Pro, Jobber, FieldEdge, or similar systems is highly preferred.
-   Experience with scheduling and dispatching technicians is an advantage.
-   Proficiency with Google Workspace and/or Microsoft Office applications.
-   Strong computer skills and the ability to quickly learn new software and systems.
-   Ability to accurately document customer interactions, service details, and appointment information.
-   Strong problem-solving and decision-making skills.
-   Ability to work independently while maintaining consistent communication with the team.

-   Highly dependable, proactive, and organized.
-   Strong ability to prioritize tasks and work effectively in a fast-paced environment.
-   High level of professionalism, reliability, and integrity.
-   Sales or upselling experience is a plus, particularly in home services or HVAC.
-   Experience working remotely with U.S. -based customers or companies is highly preferred.

## Benefits

-   Paid training
-   Work from home