Customer Service Representative- Modified Schedule

Masters Heating and cooling; Fort Wayne (IN); On-site; USD 22,000 - 32,000; Full time

Benefits offered by this job

4-day workweek

Full benefits package

401k with matching

Paid time off

Job summary

Heartland Home Service is seeking a dependable HVAC Customer Service Representative in Fort Wayne, Indiana. You will be the primary contact for customers, scheduling service and maintenance, and coordinating with technicians to ensure an exceptional experience.

Work involves four 10-hour shifts, including weekends, with competitive hourly pay and full benefits after 30 days. You will handle inquiries, documentation, and invoicing while maintaining positive relationships with customers and field

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.

Responsibilities

• Answer incoming customer calls, emails, and service requests promptly and professionally.
• Schedule and dispatch HVAC service, maintenance, installation, and emergency appointments.
• Document customer information and service needs accurately.
• Communicate appointment times, technician arrival windows, and service updates.
• Coordinate with HVAC technicians and management to optimize scheduling.
• Handle questions, concerns, and complaints with empathy and professionalism.
• Follow up on completed services, estimates, maintenance, and outstanding issues.
• Maintain accurate customer records and service documentation.
• Assist with invoicing, payments, warranties, and other admin tasks as needed.
• Identify opportunities to recommend maintenance plans or additional services when appropriate.

Skills

Customer service

Call center

Scheduling

Dispatch

Office experience

Verbal communication

Written communication

Organizational skills

Time management

Multitasking

Tools

Microsoft Office

Google Workspace

Scheduling software

Email

Job description

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 ResponsibilitiesAnswer 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.QualificationsPrevious 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 shiftsMust be dependable and willing to work four 10-hour shifts, including weekends .Compensation & BenefitsCompetitive hourly payFull-time, 40-hour scheduleCompressed 4-day workweekPaid time offMedical benefits after 30 daysFull Benefit package with dental, vision and short term, long term and 401k with matching after 90 daysHeartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.