Call Center Customer Service Representative; CSR

Call Center Customer Service Representative (CSR)# Call Center Customer Service Representative (CSR)
Headquarters - Broomfield, CO 80020## Overview Salary Range $19.00 - $22.00 Hourly## Description###
** About Cooper Heating & Cooling
** Founded 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 Summary The 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 events
* Weekly team breakfasts
* Monthly team lunches
* Fun company events and activities throughout the year
* Opportunities to connect, celebrate wins, and build relationships outside of the everyday work environment

At 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## Qualifications##
** Key Responsibilities
*** Answer inbound customer calls promptly and professionally.
* Schedule HVAC, plumbing, electrical, and maintenance appointments using Service Titan.
* 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.##
** Qualifications
* ** Previous customer service or call center experience preferred.
* HVAC, plumbing, electrical, or home service experience is a plus.
* Experience with Service Titan 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 Service Titan.
* Meet attendance and schedule adherence expectations.
* Support company revenue goals through effective scheduling and follow-up.## What Success Looks Like at Cooper At Cooper, our Customer Service Representative’s (CSR) doesn't simply answer phones—they create outstanding…