HVAC Customer Service Representative

Position Overview

The Customer Service Rep is responsible for providing world‑class customer service. Primary responsibilities include answering inbound phone calls, handling customer inquiries both over the phone and by email, and scheduling appointments. The role also involves providing product and service information and striving to meet goals using company strategies and technology.

• Handle a high volume of customer claims calls and verify coverage in accordance with our guaranteed standards of service and contract coverage.
• Work with customers throughout North America in a call center environment to troubleshoot and isolate problems.
• Write and respond to customer and contractor correspondence and interoffice communications in a professional and concise manner.
• Build excellent customer relations and use good judgment in dealing with our customers in all situations.
• Assist in retaining the customer base and contract renewals by providing exceptional customer service during every contact.
• Perform data entry to include general customer account information and actions taken during customer calls.
• Provide feedback to management regarding customer comments as a basis to develop improved services, processes, and procedures.

• Must be able to work on site in the Exton office.
• High school diploma preferred or equivalent work experience.
• Experience working in customer service over the phone preferred.
• Computer literate, including MS Office or equivalent, preferred.
• Must be able to work weekdays from 9:30 am to 6 pm; voluntary weekend shifts provide flexibility.
• HVAC experience is a plus.
• Dispatch experience a plus.
• Excellent verbal and written communication skills.
• Well organized with good attention to detail.
• Good judgment and problem‑solving skills.
• Flexible, proactive, and self‑motivated.

• Competitive compensation.
• Career development and advancement opportunities.
• Casual attire throughout the week.
• Friendly, open and team‑oriented work atmosphere.
• Excellent benefits including generous medical, vision, dental and life & disability insurance.
• 401(k) plan with a company match.
• Eligibility to enroll in up to two Home Serve coverage plans paid for by the company.

Home Serve USA is an equal opportunity employer.