HVAC Customer Advocate - Service & Scheduling Expert

H.L. Bowman Inc.; Harrisburg (Dauphin County); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, vision

Employer-paid options

401(k) with match

Training stipends

Job summary

Legacy Service Partners (LSP) is seeking a Customer Service Representative to be the face and voice of the company, handling residential client inquiries, scheduling service appointments, and supporting technicians and service teams. You will use strong communication and problem-solving skills to ensure a positive customer experience and timely resolutions.

In this role, you’ll document interactions, assist with data entry and invoicing, and collaborate with multiple departments to keep service

Qualifications

• Previous experience in customer service, preferably in a service-oriented industry.
• Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
• Strong problem-solving skills and the ability to think quickly on your feet.
• Outstanding organizational and multitasking abilities to handle a high volume of customer inquiries and service requests.
• Proficient computer skills, including experience with customer service software, CRM systems, and Microsoft Office Suite.
• Familiarity with HVAC, plumbing, or electrical terminology and concepts is an asset.
• Ability to remain calm and composed in high-pressure situations, demonstrating empathy and effective conflict resolution skills.
• Positive attitude, strong work ethic, and a genuine passion for delivering exceptional customer service.
• Ability to work collaboratively within a team environment, supporting a positive and supportive work culture.
• High school diploma or equivalent.

Responsibilities

• Answer incoming customer calls and inquiries in a friendly, professional, and timely manner, providing exceptional customer service at all times.
• Listen attentively to customer concerns, questions, and service requests, demonstrating empathy and a strong desire to resolve issues promptly.
• Schedule service and new sales appointments with the goal of keeping the call board full for technicians and Comfort Advisors.
• May also dispatch technicians based on availability and customer preferences with the goal of prioritizing high value opportunities and efficient technician routing.
• Provide accurate and detailed information to customers regarding service offerings, pricing, appointment details, and any additional inquiries.
• Maintain accurate and organized customer records, documenting interactions, service requests, and any special instructions.
• Assist customers with troubleshooting minor issues over the phone, providing guidance and support before dispatching a technician if necessary.
• Collaborate closely with service technicians, providing them with necessary job details, customer information, and any updates or changes.
• Follow up with customers after service appointments to ensure satisfaction, address any further concerns, and obtain feedback.
• Handle customer complaints or escalations with professionalism and a commitment to finding effective resolutions.
• Stay updated on company services, policies, and procedures to provide accurate information and address customer inquiries effectively.
• Assist in administrative tasks such as data entry, invoicing, and generating service reports as required.
• Collaborate with other team members and departments to ensure seamless service delivery and a positive customer experience.

Skills

Customer service

Communication

Problem-solving

Multitasking

CRM software

Microsoft Office

HVAC terminology

Education

High school diploma or equivalent

Tools

CRM systems

Microsoft Office

Job description

Legacy Service Partners (LSP) is seeking a Customer Service Representative to be the face and voice of the company, handling residential client inquiries, scheduling service appointments, and supporting technicians and service teams. You will use strong communication and problem-solving skills to ensure a positive customer experience and timely resolutions.

In this role, you’ll document interactions, assist with data entry and invoicing, and collaborate with multiple departments to keep service