Customer Service Representitive; CSR

M.Air Customer Service Representative (CSR) – HVAC, Plumbing, Hydronics & New Construction Support

The Customer Service Representative (CSR) serves as a central communication and coordination role for the service and construction departments. This position is responsible for managing incoming customer calls, scheduling and dispatching technicians, coordinating parts and inventory, processing invoices, issuing purchase orders, and supporting overall field operations for HVAC, plumbing, hydronics, and HVAC new construction projects. The CSR works closely with service technicians, project managers, vendors, and customers to ensure efficient scheduling, strong communication, accurate documentation, and a high level of customer service.

This position also requires collaboration and cross-coverage with the second full-time CSR to maintain smooth daily operations.

Customer Communication & Call Intake:

• Maintain and promote positive image of Company.
• Answer and route incoming customer calls professionally and promptly.
• Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services.
• Gather detailed information regarding customer service needs.
• Create and maintain accurate customer records and service notes, including inquiries, complaints, and other comments.
• Manage call intake using company Google Sheet tracking systems.
• Communicate appointment details, arrival windows, and updates to customers.
• Educate all callers about our products and services according to Company policies.
• Update customers with a "Parts pending" status as parts are received for scheduling.
• Utilize Google Chat for communication and coordination with field staff and office personnel.
• Resolve customer concerns and complaints and escalate issues when necessary to ensure 100% customer satisfaction.

Scheduling & Dispatch Coordination:

• Schedule service calls and construction-related support activities according to Company policies.
• Maintain the digital dispatch board/schedule.
• Assign the appropriate technician based on skillset, certifications, workload, and location.
• Coordinate dispatching for:
• HVAC service.
• Plumbing service.
• Hydronics service.
• HVAC new construction support.
• Monitor technician schedules and adjust throughout the day as priorities change.
• Debrief Service Technicians after completion of each call.
• Coordinate on-call scheduling and after-hours communication as needed.
• Maintain a workable understanding of job progress, parts status, and return visits.
• Utilize Sage Field Operations for scheduling, work order management, dispatching, and purchase order issuance.
• Forecast workload for, minimally, 5-6 days out.

Parts, Inventory & Vendor Coordination:

• Order parts and materials required for service and construction operations.
• Issue purchase orders (POs) through Sage Field Operations.
• Coordinate with vendors and suppliers regarding pricing, availability, and delivery timelines.
• Organize incoming parts and maintain accurate inventory tracking.
• Ensure technicians receive the correct parts and materials for scheduled jobs.
• Assist with maintaining inventory organization and stock levels.
• Collect and organize receipts from technicians through Google Chat and in-person submissions.
• Maintain accurate receipt documentation for accounting and job costing purposes.
• Maintain billing, receivable, staging of materials and special orders.

Administrative & Financial Support:

• Process customer invoices accurately within Sage 100.
• Update customer files as information is received from installation (extended warranties, equipment information, etc.).
• Verify work orders, labor, materials, purchase orders, and billing information.
• Maintain organized digital and physical records.
• Support project documentation and job tracking.
• Assist with warranty processing and customer follow-up when needed.

Team Support &

Collaboration:

• Provide daily operational support to service technicians and field staff.
• Maintain strong communication between office and field personnel.
• Cross-train and provide coverage for the second CSR during absences, vacations, or high workload periods.
• Assist with maintaining workflow consistency across departments.
• Participate in team meetings and process improvement initiatives.
• Other duties as assigned.

• High school diploma or equivalent required.
• A valid driver's license with a clean driving record.
• Aggressive self starter with a desire to grow and develop.
• Training and development experience.
• Advanced customer…