Customer Service Representative (CSR) - HVAC & Home Services

Innovative Air; City of Mount Vernon (NY); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Retirement options

Stable, year-round employment

Close-knit office team

Job summary

Innovative Air is seeking a friendly, organized Customer Service Representative (CSR) to join our Mount Vernon team. You will manage calls and emails, schedule residential HVAC and plumbing service, and keep customers informed with professional service.

Prior HVAC or home-services experience is preferred. You’ll work with dispatchers and technicians, document records in ServiceTitan, and focus on delivering reliable, courteous support.

Qualifications

• Experience in a busy office or telephone-based environment.
• HVAC/home-services experience preferred.
• Strong verbal and written communication skills.
• Ability to manage multiple calls and changing schedules.
• Comfort with computers, email, scheduling systems, and CRM software.

Responsibilities

• Answer calls, emails, and service inquiries professionally.
• Schedule HVAC, plumbing, and home-service appointments.
• Gather information about concerns and service requirements.
• Coordinate with dispatchers, technicians, and office staff.
• Confirm appointments and communicate scheduling changes.
• Follow up after service visits to ensure satisfaction.
• Respond to questions about service options and maintenance.
• Maintain accurate customer records and service histories.
• Use ServiceTitan to document calls and update records.
• Support outbound follow-ups and reminders.
• Assist with general office administration as needed.

Skills

Customer service

Communication skills

Organizational skills

Multitasking

Phone etiquette

Problem-solving

Tools

ServiceTitan

Job description

Innovative Air

Customer Service Representative (CSR) - HVAC & Home Services

Location: Mount Vernon, NY / Westchester County

Pay: $25 - $30 per hour

Job Type: Full-Time | W-2 Employment

Be the Voice That Keeps Our Customers Coming Back

When a homeowner's heat stops working in the middle of winter or their air conditioning breaks down on the hottest day of the year, the first person they speak to matters.

At Innovative Air, we're looking for a friendly, organized, and dependable Customer Service Representative (CSR) who knows how to make customers feel taken care of while keeping a busy home-services operation running smoothly.

We strongly prefer someone who has worked in HVAC, plumbing, or another residential home-services company. If you already understand service calls, scheduling technicians, communicating with homeowners, and handling the unexpected challenges of a busy service department, you'll have a real advantage.

Innovative Air is a respected, family-owned company serving Westchester County with residential heating, cooling, plumbing, insulation, and indoor air quality services. We've built our reputation on reliability, honesty, and quality workmanship, and we believe great customer service is just as important as great technical work.

We want someone who takes genuine pride in helping people, communicates professionally, stays organized under pressure, and understands that every customer interaction is an opportunity to build trust.

Key Responsibilities for Customer Service Representative

• Answer incoming customer calls, emails, and service inquiries in a friendly, professional manner
• Schedule residential HVAC, plumbing, and other home-service appointments
• Gather accurate information about customer concerns, equipment issues, and service requirements
• Coordinate with dispatchers, technicians, installers, and office staff to keep customers informed
• Confirm appointments and communicate scheduling changes or technician arrival updates
• Follow up with customers after service visits to ensure satisfaction
• Respond to customer questions about service appointments, maintenance agreements, and general company services
• Help customers understand available service options and schedule appropriate appointments
• Manage customer concerns and complaints calmly, professionally, and with a solutions-focused attitude
• Maintain accurate customer records, service histories, appointment details, and notes
• Use ServiceTitan or similar software to document calls and update customer information
• Support outbound customer follow-ups, appointment reminders, and maintenance scheduling
• Assist with general office administration and customer service tasks as needed

Qualifications for Customer Service Representative

• Previous customer service experience, preferably in a busy office or telephone-based environment
• Experience working for an HVAC company, plumbing contractor, or other residential home-services business is strongly preferred
• Familiarity with scheduling service appointments and coordinating field technicians is a major advantage
• Excellent telephone manner and strong verbal and written communication skills
• Ability to handle multiple incoming calls, competing priorities, and changing schedules
• Strong organizational skills and attention to detail
• A calm, patient, and professional approach when dealing with frustrated or concerned customers
• Comfortable using computers, email, scheduling systems, and customer management software
• Ability to work closely with technicians, dispatchers, management, and other office staff
• Dependable, punctual, and committed to providing excellent customer service
• A positive attitude, good judgment, and a genuine desire to help people

ServiceTitan experience is highly desirable, particularly for candidates who have used it to manage customer records, book appointments, or coordinate service calls.

Experience with HVAC terminology, maintenance agreements, seasonal service demand, and common residential heating and cooling issues would also be valuable.

We will consider applicants from other industries who demonstrate outstanding customer service skills, but candidates with previous HVAC or home-services experience will receive preference.

Compensation & Benefits

• $25 - $30 per hour, based on experience and industry knowledge
• Full-time, W-2 employment
• Health insurance
• Paid time off
• Retirement options
• Stable, year-round employment
• Supportive management and a close-knit office team
• Opportunity to develop your skills and grow with an established local company

Candidates with previous HVAC customer service, scheduling, or ServiceTitan experience may qualify for the higher end of the advertised pay range.

Why Innovative Air?

We're not a giant corporate call center where customer service representatives are expected to rush through conversations and treat homeowners like ticket numbers.

We're a family-owned business where relationships matter.

Our customers trust us with their homes, and our office team plays a huge part in earning and maintaining that trust.

You’ll work alongside experienced technicians, installers, and managers who understand the importance of communication, teamwork, and doing things properly.

We operate around five core values: Integrity, Respect, Accountability, Compassion, and Trust.

If you're someone who enjoys helping customers, likes being part of a team, and takes satisfaction in keeping a busy service business organized, you'll fit right in.

Ready to Join Innovative Air?

Innovative Air is an equal opportunity employer. We welcome applicants of all backgrounds and are committed to creating an inclusive workplace.