HVAC Call Center CSR — Scheduling & Service

Cooper-Heating-and-Cooling; Broomfield (CO); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with company match

Paid Time Off (PTO) and paid holidays

Team events

Job summary

Cooper Heating & Cooling in Colorado is seeking a Customer Service Representative (CSR) to be the first impression for our customers. You will answer inbound calls, schedule service appointments, manage communications, and convert inquiries into scheduled visits.

The ideal candidate is positive, organized, detail-oriented, and thrives in a fast-paced environment. HVAC/home service experience is a plus, and ServiceTitan knowledge is preferred.

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

Verbal communication

Written communication

Multitasking

Detail oriented

Organized

Team player

Phone etiquette

Calm under pressure

Positive attitude

Tools

ServiceTitan

Job description

Cooper Heating & Cooling in Colorado is seeking a Customer Service Representative (CSR) to be the first impression for our customers. You will answer inbound calls, schedule service appointments, manage communications, and convert inquiries into scheduled visits.

The ideal candidate is positive, organized, detail-oriented, and thrives in a fast-paced environment. HVAC/home service experience is a plus, and ServiceTitan knowledge is preferred.