Call Center Customer Service Representative (CSR)

Coopergreenteam; Broomfield (CO); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

Paid training and stipends

Health, dental, and vision insurance

Life & AD&D insurance

401(k) with 3% company match

Paid Time Off (PTO) and holidays

Team events

Career advancement opportunities

Job summary

Cooper Heating & Cooling, headquartered in Broomfield, CO, is seeking a Call Center Customer Service Representative to be the first impression for homeowners receiving HVAC services. You will answer inbound calls, book service appointments, manage customer communications, and help convert inquiries into scheduled visits.

The ideal candidate is positive, organized, and detail-oriented, thriving in a fast-paced environment.

Qualifications

• Previous customer service or call center experience preferred.
• HVAC, plumbing, electrical, or home service experience is a plus.
• Experience with ServiceTitan is preferred.
• Excellent verbal and written communication skills.
• Strong computer and multitasking abilities.
• Professional phone etiquette.
• Ability to remain calm under pressure.
• Strong attention to detail and organizational skills.
• Team player with a positive attitude.

Responsibilities

• Answer inbound customer calls promptly and professionally.
• Schedule HVAC, plumbing, electrical, and maintenance appointments using ServiceTitan.
• Convert inbound inquiries into booked appointments while following company scripts and procedures.
• Handle emergency calls with urgency and empathy.
• Confirm appointments and minimize cancellations and no-shows.
• Make outbound calls for unscheduled estimates, maintenance renewals, and customer follow-up.
• Maintain accurate customer records and detailed job notes.
• Communicate effectively with dispatch, technicians, and management.
• Assist with customer concerns and resolve issues professionally.
• Support seasonal promotions, membership renewals, and financing opportunities.
• Meet or exceed daily, weekly, and monthly performance goals.

Skills

Call center experience

Verbal communication

Written communication

Multitasking

Phone etiquette

Calm under pressure

Attention to detail

Team player

Tools

ServiceTitan

Job description

Call Center Customer Service Representative (CSR)# Call Center Customer Service Representative (CSR)Headquarters - Broomfield, CO 80020## OverviewSalary Range$19.00 - $22.00 Hourly## Description### **About Cooper Heating & Cooling**Founded in 1978, Cooper Heating & Cooling, Inc. is proud to be one of Colorado’s largest and most trusted residential HVAC companies. We were honored as a 2025 Denver Post Top Workplace, and we continue to grow by putting people first—our customers and our team.At Cooper, we believe in working hard, having fun, and taking care of each other. We’re redefining what it means to work in the trades by building a service-first, membership-driven model focused on Safety, Health, Comfort, and Efficiency. Our leadership culture is rooted in Drive – Integrity – Impact, and we’re committed to delivering seamless, high-quality experiences for every customer.## Position SummaryThe Customer Service Representative (CSR) is the first impression of Cooper Heating, Cooling, Plumbing & Electrical. This role is responsible for delivering an exceptional customer experience by answering inbound calls, booking service appointments, managing customer communications, and ensuring every opportunity is converted into a scheduled appointment. The ideal candidate is positive, organized, detail-oriented, and thrives in a fast-paced environment. We also believe a great workplace should be a place where people enjoy coming to work and feel connected to their team. That’s why we invest in our people and make time to celebrate together with:* Monthly team events* Weekly team breakfasts* Monthly team lunches* Fun company events and activities throughout the year* Opportunities to connect, celebrate wins, and build relationships outside of the everyday work environmentAt Cooper, you’re not just joining a company—you’re joining the Green Team, where hard work is recognized, success is celebrated, and we have some fun along the way## Qualifications## **Key Responsibilities*** Answer inbound customer calls promptly and professionally.* Schedule HVAC, plumbing, electrical, and maintenance appointments using ServiceTitan.* Convert inbound inquiries into booked appointments while following company scripts and procedures.* Handle emergency calls with urgency and empathy.* Confirm appointments and minimize cancellations and no-shows.* Make outbound calls for unscheduled estimates, maintenance renewals, and customer follow-up.* Maintain accurate customer records and detailed job notes.* Communicate effectively with dispatch, technicians, and management.* Assist with customer concerns and resolve issues professionally.* Support seasonal promotions, membership renewals, and financing opportunities.* Meet or exceed daily, weekly, and monthly performance goals.## **Qualifications*** Previous customer service or call center experience preferred.* HVAC, plumbing, electrical, or home service experience is a plus.* Experience with ServiceTitan is preferred.* Excellent verbal and written communication skills.* Strong computer and multitasking abilities.* Professional phone etiquette.* Ability to remain calm under pressure.* Strong attention to detail and organizational skills.* Team player with a positive attitude.## **Performance Expectations (KPIs)*** Answer calls quickly and professionally.* Maintain a high booking conversion rate.* Deliver outstanding customer satisfaction.* Complete accurate documentation in ServiceTitan.* Meet attendance and schedule adherence expectations.* Support company revenue goals through effective scheduling and follow-up.## What Success Looks Like at CooperAt Cooper, our Customer Service Representative’s (CSR) doesn't simply answer phones—they create outstanding customer experiences. Every call is an opportunity to earn trust, solve problems, and schedule the right solution for our customers. Successful team members are dependable, coachable, and committed to delivering exceptional service while helping the company grow.### **Compensation*** Pay: $19.00–$22.00 per hour, depending on experience and qualifications* Performance bonus opportunities### **Schedule*** Monday–Friday* 8:00 AM–5:00 PM### Schedule / On-Call RequirementsThis position participates in a weekly after-hours on-call rotation. Employees are expected to remain available and responsive during their assigned on-call week in accordance with company expectations.Employees who successfully complete their assigned on-call week will receive a $150 Availability Bonus, regardless of call volume. This bonus is provided for maintaining availability during the assigned on-call period and is separate from compensation for any actual hours worked while responding to after-hours calls.### **Benefits*** Paid training and training stipends* Health, dental, and vision insurance* Life & AD&D insurance* Long-Term Disability (LTD) coverage* Flexible Spending Accounts (Health Care & Dependent Care)* Voluntary Accident, Hospital, and Critical Illness insurance* 401(k) with a generous 3% company match* Paid Time Off (PTO) and paid holidays (6 days)* Team events and community involvement* Career advancement opportunities within Cooper Heating, Cooling, Plumbing & Electrical---### Join the Green TeamThis role is ideal for someone looking to grow a career in HVAC Dispatch, offering mentorship and continuous training to support long-term success.Apply and help shape the future of home HVAC services in Colorado.**Application Deadline:** **Application Deadline: The anticipated application deadline is December 4, 2026. Cooper Heating & Cooling may extend the application deadline based on business needs and will update this posting if the deadline is extended.**