Customer Engagement Representative

Atlas Trillo Heating & Air Conditioning seeks a Customer Engagement Representative to be the friendly first point of contact for our residential and light commercial HVAC customers. You will handle inbound calls, emails, and online requests, schedule service and maintenance visits, and clearly explain our heating, cooling, indoor air quality, and water heater offerings. In this customer-first, safety-focused, family-oriented culture, you'll work closely with technicians and dispatch, manage follow-ups, and help ensure every customer receives reliable, professional, and timely support year-round.

Responsibilities

• Respond to inbound customer inquiries about HVAC services, maintenance, and repairs
• Schedule service appointments and coordinate with technicians for residential and light commercial jobs
• Explain basic HVAC service options, maintenance plans, and promotions to customers
• Provide accurate estimates, confirmations, and follow-up information via phone, email, and text
• Document customer interactions in the CRM system with attention to detail and accuracy
• Proactively follow up on open quotes, service reminders, and post-service satisfaction checks
• Collaborate with technicians, dispatch, and sales to ensure a smooth customer experience
• Handle escalated customer concerns with professionalism and a customer-first mindset
• Maintain product and service knowledge related to heating, air conditioning, indoor air quality, and water heaters
• Support a safety-focused, family-oriented culture through dependable, courteous service

Required Skills

• Customer service in a service or trades environment
• Call handling and phone etiquette
• Appointment scheduling and dispatch coordination
• Basic HVAC service and terminology familiarity
• CRM or customer database usage
• Email and written communication
• Quoting and basic estimate preparation
• Conflict de-escalation and problem solving
• Time management and multitasking
• Data entry accuracy and record keeping