VA Customer Service Representative; CSR Job Hialeah area,Florida USA,Customer Service/HelpDesk

VA Customer Service Representative (CSR)

Melbourne, United States | Posted on 10/27/2026

Climate Experts Air, Plumbing & Electric is a fast-growing residential home services company based in Melbourne, FL specializing in HVAC,Plumbing, and Electrical. We serve Brevard and Indian River Counties and are known for our culture, craftsmanship, andpeople-first approach.

Job Description

VA Customer Service Representative (CSR)

We are seeking a highly organized, detail-oriented, and customer-focused Virtual Customer Service Representative (CSR) to join our fast-growing home services team. This role is responsible for delivering exceptional service to our customers while supporting daily operations for our HVAC, plumbing, and electrical divisions. The ideal candidate is tech-savvy, proactive, empathetic, and able to thrive in a fast-paced environment.

Key Responsibilities

Inbound Call Handling

Answer incoming calls promptly and professionally while following guided call prompts in Service Titan.
Greet customers with warmth, empathy, and professionalism.
Use active listening to fully understand customer concerns and service requests.
Ask qualifying questions regarding service type, urgency, location, and referral source.
Confirm the customer’s issue falls within our service offerings and service area.

Service Qualification & Intake

Collect and confirm essential customer details: name, address, phone, email, and preferred contact method.
Identify the type of service needed (AC repair, plumbing leak, drain clog, electrical panel issue, etc.).
Determine urgency level (emergency, routine, or maintenance).
Check customer profiles for service history, membership status, warranty info, and important account notes.
Verify whether the issue is related to a previous job or system we serviced.
Provide preliminary estimates for common diagnostics and services (e.g., $99 diagnostic fee).
Set expectations for the service visit, including technician process and upfront pricing after diagnosis.
Inform customers about current promotions, rebates, memberships, and savings opportunities.

Scheduling & Dispatch Coordination

Book appointments according to availability using Service Titan scheduling modules.
Offer scheduling options based on the 3-day call board, same-day availability (if down), or estimate availability.
Coordinate with dispatch for same-day bookings or priority situations.
Communicate cancellation policies and provide accurate service expectations.
Return missed calls and respond to voicemails within 30 minutes (1 hour max).
Confirm, reschedule, or follow up on upcoming appointments.
Conduct outbound campaigns for:
Tune-ups
Plumbing inspections
Electrical inspections
Meet minimum outbound calling goals set by management.
Contact customers on “hold” status and bring them back on the schedule.
Create and verify outbound calling lists.
Accept and process incoming Home Depot leads inside Service Titan’s booking tab.
Enter leads into tracking spreadsheets and create profiles ensuring the F-number and tags are accurate.
Immediately call the lead—if no answer, leave voicemail and send a text.
Update lead tracking sheets and the Home Depot Service Center with correct outcomes.
Schedule jobs for customers who convert and ensure both systems are updated.
Complete a structured follow-up process (Day 2, 4, 6,
7) before dismissing unresponsive leads.
Record every contact attempt in both the tracker and Home Depot Service Center.

CRM & Documentation

Log all customer interactions accurately in Service Titan and/or Slack.
Maintain up-to-date records including service notes, history, equipment, and contact information.
Tag opportunities, flag priority issues, and elevate leads for management review.

Customer Issue Resolution

Address customer concerns,…