Customer Service Representative; CSR

Description

Air Around the Clock is seeking an energetic, customer-focused Customer Service Representative (CSR) to join our growing team. This position serves as one of the first points of contact for our customers and plays an essential role in creating an excellent customer experience from the moment a customer calls. Our CSRs are responsible for handling a high volume of inbound and outbound calls, gathering accurate customer information, scheduling service appointments, communicating with dispatchers and technicians, and ensuring each customer is directed to the appropriate department or service.

This is a fast-paced position that requires someone who is friendly, confident on the phone, highly organized, detail-oriented, and comfortable multitasking throughout the day. The ideal candidate has a naturally warm and outgoing personality, excellent communication skills, and the ability to remain patient and professional while assisting customers with a variety of needs.

• Answer and manage approximately 50–70 inbound and outbound calls per day while maintaining a professional, friendly, and helpful attitude.
• Serve as a knowledgeable first point of contact for customers calling about HVAC, plumbing, maintenance, scheduling, and other service-related needs.
• Listen carefully to customers to understand the reason for their call and gather the appropriate information.
• Direct and transfer calls accurately to the appropriate department, team member, dispatcher, or service professional.
• Provide customers with clear and accurate information regarding their appointments and next steps.
• Maintain a calm, empathetic, and solution-focused approach when assisting frustrated or concerned customers.
• Deliver a positive customer experience on every call while representing Air Around the Clock professionally.

• Schedule service appointments accurately and efficiently based on customer needs and company availability.
• Gather all necessary information before scheduling, including customer contact information, service address, equipment or service concerns, and relevant appointment details.
• Confirm customer information and appointment details before completing each booking.
• Review scheduling availability and work closely with the dispatch team to identify appropriate appointment opportunities.
• Help maximize the daily service schedule by recognizing opportunities to book available time slots.
• Communicate appointment expectations clearly to customers.
• Make adjustments to appointments when necessary while keeping both customers and internal teams informed.

• Partner closely with dispatchers to ensure service appointments are scheduled efficiently.
• Communicate important customer information to dispatch and field teams.
• Help identify scheduling opportunities that allow technicians to maximize productivity throughout the day.
• Ensure service requests are routed correctly based on the customer's needs.
• Maintain strong communication between the customer service, dispatch, and field service teams.
• Escalate customer concerns or scheduling challenges to leadership when appropriate.

• Enter customer information accurately into the company's service management system.
• Confirm existing customer information and update records when necessary.
• Document customer concerns, appointment information, service requests, and relevant notes clearly.
• Ensure technicians and dispatchers have accurate information before arriving at the customer's home.
• Follow established procedures for documenting calls and customer interactions.
• Maintain a high level of attention to detail when entering names, phone numbers, addresses, equipment information, appointment details, and service notes.

• Educate customers on Air Around the Clock's available membership and maintenance programs.
• Clearly explain membership value and benefits in a customer-friendly manner.
• Earn additional incentives for qualifying membership sales

Requirements

• Strong verbal communication and active listening skills.
• Professional and confident phone presence.
• Strong customer service skills.
• Ability to work in a high-volume, fast-paced environment.
• Excellent attention to detail and data-entry accuracy.
• Ability to multitask between phone calls, scheduling systems, customer records, and internal communication.
• Strong problem-solving skills.
• Ability to remain patient and professional during difficult customer interactions.
• Comfortable working on-site and collaborating closely with a team.
• Ability to learn company procedures, services, membership programs, and scheduling processes.
• Dependable attendance and punctuality.

• Previous experience in customer service, call centers, dispatch, scheduling, or appointment setting.
• Experience handling a high volume of inbound or outbound calls.
• Previous HVAC, plumbing, home-services, or service-industry experience is a plus.
• Experience using scheduling, CRM,…