Hvac Customer Service Representative

HVAC Customer Service Representative Job Description

Position: HVAC Customer Service Representative

Position Type: Hourly, Non-Exempt

Pay: $19-$22 hourly

Reports to: Call Center Manager

Our office is currently located in the 21230 area of Baltimore and set to relocate in several months to the Middle River/ White Marsh area. Individuals should be able to reliably commute to either location.

Performance Bonus Employer Paid Medical, Dental & Life 401(k) 3.5% Match PTO Short- & Long-Term Disability Legal Shield & Aflac

The Customer Service Representative (CSR) is the first point of contact for our customers. The CSR’s main role is to understand customers’ needs and schedule service appointments accordingly.

• Create a positive first impression by responding promptly and professionally to all customer inquiries across phone, email, and web platforms.
• Schedule service appointments, maintenance visits, and new system estimates.
• Provide transparent information regarding fees in alignment with company pricing.
• Proactively follow up on unpaid or lapsed Comfort Club memberships, educate customers on membership benefits, and assist with renewal or enrollment.
• Maintain detailed, accurate, and up-to-date customer records, job notes, and equipment history within Service Titan.
• Coordinate with dispatch and other departments internally to ensure efficient job flow and high levels of customer satisfaction.
• Address customer concerns, elevate issues when necessary, and ensure timely resolution and follow-up.
• Participate in an on-call rotation, working in coordination with the answering service to ensure urgent customer needs are addressed.

• High school diploma or GED.
• Minimum of 1 year of experience as an HVAC CSR.
• Service Titan software experience.
• Reliable high-speed internet connection and dedicated, quiet home office.
• Proficient computer skills (Outlook, Excel, Word).
• Excellent follow-through and organizational skills.
• Able to work in a fast-paced environment and handle multi-line phone systems.
• Strong verbal communication, empathy, and problem-solving abilities.
• Willing to work on-call during peak seasons.

• Professional and courteous phone demeanor.
• Confidence in guiding customers to book appointments.
• Ability to assess urgency and schedule appropriately.
• Detail-oriented with a focus on efficiency and accuracy.

• Work is to be performed in an office environment either out of our Baltimore office or at home. A dedicated, quiet office space with reliable high-speed internet is required to be considered for at-home work arrangements.
• Candidate must be comfortable sitting for extended periods of time.
• The CSR team operates in a virtual office environment to stay connected and communicate throughout the day, so candidates must be comfortable working in a collaborative online setting.

Amazing Heating and Air Inc. is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.