Customer Service Representative

Position Summary

The Customer Service Representative (CSR) serves as the primary point of contact for customers, handling inquiries, scheduling service appointments, and ensuring a high level of customer satisfaction. This role requires excellent communication, organizational skills, and the ability to support the field service team effectively.

Essential Duties and Responsibilities

• Answer inbound calls, emails, and online inquiries from customers professionally and promptly
• Schedule and coordinate service appointments, installations, and maintenance visits
• Provide information regarding services, pricing, policies, and procedures
• Resolve customer complaints or concerns efficiently, escalating complex issues as needed
• Maintain accurate records of customer interactions, service requests, and follow-ups in company CRM or service software
• Assist with invoicing, billing inquiries, and payment processing as required
• Communicate updates and reminders to customers regarding service appointments or follow-ups
• Support office staff with administrative duties as needed
• Follow all company policies, procedures, and confidentiality guidelines
• Maintain professionalism and positive customer relations at all times
• Perform other related duties as assigned

Qualifications

Education & Experience

• High school diploma or GED required; Associate’s degree preferred
• 2–5 years of customer service experience, preferably in HVAC, construction, or service industries
• Experience with CRM or service management software preferred

Licenses & Certifications

• Valid driver’s license preferred for occasional field visits or errands

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills
• Strong organizational and time management abilities
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Ability to manage multiple tasks/calls in a fast-paced environment
• Strong problem-solving and conflict-resolution skills
• Professional and courteous demeanor
• Ability to work independently and as part of a team
• Basic understanding of HVAC systems or service processes a plus

Physical Demands

• Ability to sit for extended periods while using a computer
• Occasional lifting of office supplies or materials up to 25 pounds
• Ability to communicate clearly on phone and in person

Work Environment

• Office-based with occasional interaction with field staff or customers
• Moderate noise level typical of office environment
• Exposure to phone and computer use for extended periods

Schedule

• Typically Monday through Friday
• Occasional overtime may be required during peak periods

Equal Employment Opportunity Statement

The Company is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status.

Disclaimer

This job description is not intended to be all-inclusive. The employee may be required to perform other related duties as assigned to meet the ongoing needs of the organization.