HVAC Customer Service Representative
Home Comfort Made Easy Starts With You
At Affordable Comfort, we believe exceptional customer experiences begin with exceptional people. We are looking for a friendly, organized, and dependable Customer Service Representative to join our growing team.
As the first point of contact for our customers, you play an important role in creating a positive experience from the moment they call. You’ll help customers schedule service, coordinate appointments, support our technicians in the field, and ensure every interaction reflects our commitment to outstanding service.
This position is ideal for someone who enjoys helping people, thrives in a fast-paced environment, and takes pride in keeping things organized and running smoothly.
Summary
The Customer Service Representative is responsible for managing customer inquiries, scheduling appointments, coordinating technician dispatch, maintaining accurate records, and delivering an exceptional customer experience. This role requires strong communication skills, attention to detail, and the ability to prioritize multiple tasks while supporting customers, technicians, and internal teams.
Responsibilities
Customer Service & Sales Support
- Answer inbound phone calls, emails, and online inquiries promptly and professionally.
- Listen carefully to customer concerns and accurately assess service needs.
- Provide information on HVAC, Plumbing, Electrical, Indoor Air Quality, and Comfort Club services.
- Educate customers on the benefits of Comfort Club Membership and offer enrollment opportunities when applicable.
- Develop basic troubleshooting knowledge of:
- Heating and cooling systems, including furnaces, air conditioners, and heat pumps.
- Plumbing services, including repairs, installations, and water heaters.
- Electrical services and common residential electrical solutions.
- Deliver a positive and professional customer experience on every interaction.
Scheduling, Dispatch & Job Creation
- Schedule service, repair, maintenance, and installation appointments.
- Triage incoming calls and assign jobs to the appropriate technician based on skill set, location, and urgency.
- Maximize schedule efficiency by filling technician schedules and crews effectively.
- Strive to fill complete schedules for one crew before partially filling multiple crews whenever possible.
- Proactively identify opportunities to create work for technicians and crews with available capacity.
- Coordinate technician schedules to optimize routing, arrival times, and end-of-day locations.
- Confirm customer appointments and communicate schedule changes, delays, or rescheduling needs.
- Gather accurate customer, property, equipment, and job information.
- Create and maintain accurate customer and location profiles within ServiceTitan.
- Ensure all job notes and site details are complete and available for technicians before dispatch.
- Process deposits and collect payment information as required.
Administrative & Customer Experience Management
- Follow up with customers after service appointments to ensure satisfaction and address outstanding concerns.
- Assist with collection of outstanding balances when required.
- Schedule recurring Comfort Club maintenance appointments.
- Update expiring payment information for active memberships and remove inactive membership records.
- Monitor unassigned jobs on the dispatch board and follow up to ensure booking completion.
- Review unbooked leads and identify follow-up opportunities.
- Proactively review current and upcoming schedules to identify urgent, high-value, or priority calls.
- Maintain and organize departmental email inboxes, ensuring timely responses and daily cleanup.
- Handle customer concerns and complaints professionally and escalate issues when appropriate.
- Maintain detailed and accurate notes regarding customer communications, job updates, and service history.
Must-Have Qualifications
- Strong customer service and communication skills.
- Friendly and professional phone presence.
- Strong organizational and time management skills.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Comfortable learning and using ServiceTitan and other business software.
- Strong attention to detail and accuracy.
- Ability to remain calm under pressure and solve problems proactively.
- Positive attitude and team-oriented mindset.
- Commitment to delivering an outstanding customer experience.
Nice-to-Have Qualifications
- Previous Customer Service Representative (CSR) or Dispatch experience within the HVAC industry.
- Previous Customer Service Representative (CSR) or Dispatch experience within the Plumbing industry.
- Previous Customer Service Representative (CSR) or Dispatch experience within the Electrical industry.
- Experience using ServiceTitan or similar field service management software.
- Experience working in a trades, home services, or construction-related environment.
- Experience with membership programs, maintenance agreements, or service plan administration.
- Sales, appointment-setting, or call center experience.
Why Join Affordable Comfort?
We are committed to creating a workplace where employees feel supported, respected, and empowered to succeed. As we continue to grow, we are looking for team members who want to grow with us and help deliver an exceptional experience to every customer.
- Steady schedule.
- Paid training and ongoing support.
- Group benefits package.
- Bonus and commission opportunities.
- Opportunities for growth and development.
- Supportive team environment where your contributions are valued.
- A company culture focused on teamwork, accountability, and customer satisfaction.
Interested candidates are invited to submit their resume to [email protected]
Job Type: Full-time
Pay: $18.00-$25.00 per hour
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Vision care
Experience:
- customer service: 2 years (required)
- heating and cooling office: 1 year (required)
Work Location: In person
