Customer Service Representative (Call Center)

AirCo Air Conditioning, Heating, and Plumbing; Fort Worth (TX); On-site; USD 20,664 - 30,307; Full time

Job summary

AirCo Air Conditioning, Heating & Plumbing is seeking a reliable Customer Service Representative to join our call center team. This role is the first point of contact for customers and focuses on scheduling service, handling inquiries, and ensuring a positive customer experience across HVAC and plumbing services.

You will answer calls, schedule appointments, dispatch service with field technicians, and maintain clear communication with dispatch and management.

Qualifications

• High school diploma or equivalent required.
• 1+ year of customer service or call center experience preferred (home services experience a plus).
• Strong phone communication and active listening skills.
• Ability to multitask in a fast-paced environment.
• Basic computer skills (CRM systems, scheduling software, Microsoft Office).
• Professional, calm, and solution-oriented attitude.
• Reliable attendance and strong work ethic.

Responsibilities

• Answer inbound customer calls in a professional and friendly manner
• Schedule HVAC, heating, and plumbing service appointments
• Dispatch and coordinate service calls with field technicians
• Provide accurate information regarding services, pricing, and availability
• Handle customer concerns, complaints, and service issues with urgency and care
• Document all interactions in the CRM/service system (e.g., ServiceTitan)
• Follow up on open work orders and ensure customer satisfaction
• Support emergency and after-hours call procedures when assigned
• Maintain strong communication with dispatch, technicians, and management

Skills

Customer service

Call center

Phone communication

Active listening

Multitasking

Professional attitude

Reliability

Education

High school diploma or equivalent

Tools

ServiceTitan

Scheduling software

CRM systems

Microsoft Office

Job description

AirCo Air Conditioning, Heating & Plumbing

Position Summary

AirCo is seeking a reliable and customer-focused Customer Service Representative (CSR) to join our call center team. This role is the first point of contact for customers and plays a critical role in scheduling service, handling inquiries, and ensuring a positive customer experience across HVAC and plumbing services.

Key Responsibilities

• Answer inbound customer calls in a professional and friendly manner
• Schedule HVAC, heating, and plumbing service appointments
• Dispatch and coordinate service calls with field technicians
• Provide accurate information regarding services, pricing, and availability
• Handle customer concerns, complaints, and service issues with urgency and care
• Document all interactions in the CRM/service system (e.g., ServiceTitan)
• Follow up on open work orders and ensure customer satisfaction
• Support emergency and after-hours call procedures when assigned
• Maintain strong communication with dispatch, technicians, and management

Qualifications

• High school diploma or equivalent required
• 1+ year of customer service or call center experience preferred (home services experience a plus)
• Strong phone communication and active listening skills
• Ability to multitask in a fast-paced environment
• Basic computer skills (CRM systems, scheduling software, Microsoft Office)
• Professional, calm, and solution-oriented attitude
• Reliable attendance and strong work ethic

Preferred Skills (Not Required)

• HVAC, plumbing, or home services industry experience
• Experience with ServiceTitan or similar dispatch software
• Bilingual (English/Spanish)

Work Environment & Schedule

• Office-based call center environment
• Rotating schedule depending on business needs
• May include occasional evening, weekend, or on-call coverage
• Fast-paced, team-oriented setting focused on customer satisfaction and efficiency

What We Offer

• Competitive hourly pay (based on experience)
• Overtime opportunities during peak season
• Training and growth opportunities into dispatch or operations roles
• Stable, growing company environment
• Employee support and team culture focused on service excellence