Customer Service Representative- Modified Schedule

Heartland Home Services; Fort Wayne (IN); On-site; USD 22,000 - 32,000; Full time

Benefits offered by this job

Full-time

Paid time off

Medical benefits after 30 days

401k with match

Job summary

Heartland Home Service in Fort Wayne is seeking an HVAC Customer Service Representative to be the main contact for customers, scheduling service, and coordinating with technicians to ensure a superior experience. This role features a compressed four-day, 40-hour workweek with weekend availability.

You will handle calls and emails, document needs, and follow up on services and invoices while maintaining strong customer relations and accuracy in records.

Qualifications

• Experience in customer service, call center, scheduling, dispatch, or office roles is preferred.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• Ability to work four 10-hour shifts including weekends.

Responsibilities

• Answer incoming calls, emails, and service requests professionally.
• Schedule and dispatch HVAC service, maintenance, installation, and emergency appointments.
• Document service needs and customer information accurately.
• Communicate appointment times and updates to customers and technicians.
• Maintain accurate customer records and service documentation.

Skills

Customer service

Scheduling

Communication

Tools

Microsoft Office/Google Workspace

Job description

We are seeking a dependable, customer-focused HVAC Customer Service Representative to join our team. The CSR will serve as the primary point of contact for customers, scheduling HVAC service and maintenance appointments, answering questions, coordinating with technicians, and ensuring customers receive an exceptional experience. This position follows a modified 4-day workweek consisting of four 10-hour shifts, with weekend availability required. The schedule provides consistent coverage for customers while maintaining a compressed workweek.

Key Responsibilities

• Answer incoming customer calls, emails, and service requests professionally and promptly.
• Schedule and dispatch HVAC service, maintenance, installation, and emergency appointments.
• Accurately collect customer information and document service needs.
• Communicate appointment times, technician arrival windows, and service updates.
• Coordinate closely with HVAC technicians and management to maintain efficient scheduling.
• Handle customer questions, concerns, and complaints with professionalism and empathy.
• Follow up with customers regarding completed services, estimates, maintenance, and outstanding issues.
• Maintain accurate customer records and service documentation.
• Assist with invoicing, payments, warranties, maintenance agreements, and other administrative tasks as needed.
• Identify opportunities to recommend maintenance plans or additional services when appropriate.
• Prioritize emergency and time-sensitive service calls.
• Maintain a positive, professional relationship with customers and field technicians.
• Perform other customer service and administrative duties as assigned.

Qualifications

• Previous customer service, call center, scheduling, dispatch, or office experience preferred.
• HVAC industry experience is a plus but not required.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• Ability to remain calm and professional in stressful customer situations.
• Comfortable working with computers, scheduling software, email, and Microsoft Office/Google Workspace.
• Strong attention to detail and accuracy.
• Ability to multitask and be self monitored for weekend shifts.
• Must be dependable and willing to work four 10-hour shifts, including weekends.

Compensation & Benefits

• Competitive hourly pay
• Full-time, 40-hour schedule
• Compressed 4-day workweek
• Paid time off
• Medical benefits after 30 days
• Full Benefit package with dental, vision and short term, long term and 401k with matching after 90 days

Heartland Home Service is an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.

Our dedication to unmatched customer service begins with hiring the most talented and motivated team in the business. We offer competitive benefits, employee perks, and many opportunities to advance your career. Our extensive ongoing training means that your skills will exceed industry standards.