HVAC Customer Care Coordinator

Airtron Heating & Air Conditioning; Austin (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Airtron Heating & Air Conditioning in Austin, TX, seeks an HVAC Customer Care Coordinator to be the calm voice on the line, connect customers with technicians, and keep service visits running smoothly. You’ll handle inquiries, schedule appointments, and route information to the right teams.

The role requires 2–4 years in an office setting with phone support, strong communication, and proficiency in Excel, Word, and Outlook. Flexibility for overtime and occasional weekends is expected.

Qualifications

• High school diploma or GED; education may be substituted.
• 2–4 years in an office environment with phone-based customer support.
• Proficiency with Microsoft Excel, Word, and Outlook.
• Clear, effective English communication, written and verbal.
• Valid driver's license.
• Ability to work overtime with little notice; occasional weekends.

Responsibilities

• Answer inbound calls, schedule service, and respond to inquiries.
• Support sales and promotions; coordinate installations and communications.
• Handle outbound calls to follow up on permits and inspections.
• Process credit card payments and refunds; present service plan options.
• Own accurate data entry and route manpower/resources using email/text/tools.
• Maintain strong customer relations; resolve issues fairly per consumer laws.
• Share survey insights to help shape improvement plans.
• Follow company policies and safety procedures; perform other duties as assigned.

Skills

Customer service

Phone support

Communication

Excel

Word

Outlook

Driver's license

Education

High school diploma or GED

College coursework

Job description

Make Comfort Happen-for Every Homeowner You Help

For over four decades, Airtron Heating & Air Conditioning has been the trusted neighbor keeping homes comfortable. As our HVAC Customer Care Coordinator, you're the calm voice on the line, the problem-solver behind the scenes, and the connector between customers, field technicians, and management - so every service visit runs smoothly and every customer feels heard.

A Day in the Life

Your morning kicks off with a review of the day's schedule. You're fielding inbound calls, answering questions about installations and promotions, and slotting urgent appointments where they'll have the most impact. Between calls, you process credit card payments and refunds, offer service plans when they truly fit, and use email and text tools to route the right technician to the right job. Later, you follow up on permits and inspections, reschedule visits as needed, and log every detail so the team has what it needs to deliver quality work on time. Along the way, you keep customer relationships strong - resolving claims and complaints fairly and in line with consumer laws.

What You'll Do

• Answer inbound calls, schedule service, and respond to all customer inquiries.
• Support sales and promotions; coordinate installations and customer communications.
• Handle outbound calls to follow up on permits/inspections and to reschedule services.
• Process credit card payments and refunds; present service plan options.
• Own accurate data entry and use email, text, and other tools to efficiently route manpower and resources throughout the day.
• Maintain strong customer relations; resolve issues equitably and in accordance with consumer protection laws.
• Share insights from customer surveys and help shape improvement plans.
• Follow company policies and safety procedures; perform other duties as assigned.

Minimum Requirements

• High school diploma or GED; related work experience may substitute for education.
• 2-4 years in an office environment with at least 20% of daily work assisting customers over the phone.
• General computer proficiency, including at least 1 year using Microsoft Excel, Word, and Outlook.
• Clear, effective communication in English - written and verbal.
• Valid driver's license.
• Ability to work overtime with little notice; occasional weekend hours.

Preferred

• Completed college coursework.

What Helps You Thrive Here

• Customer-first mindset and a positive, team-oriented attitude.
• Strong organization, attention to detail, and multi-tasking in a fast-paced setting.
• Excellent written and verbal communication skills.
• Ability to work independently while collaborating across all levels of the organization.
• Safety mindset and embrace of a strong safety culture.

Where You'll Work

• Onsite, open office environment.
• Fast-paced setting supporting field operations.

Physical Demands

• Lift and move up to 20 pounds frequently.
• Bend at the waist, kneel, and crouch as tasks require.
• Remain on your feet, walk, or sit for extended periods.
• Hear and distinguish speech and other sounds to safely operate phones/office equipment.
• See clearly at close and far distances, with peripheral vision and normal depth perception (with or without correction).
• Convey information clearly by speaking.
• Input data using a standard keyboard or 10-key keypad.
• Use arms and hands to reach overhead; grasp, hold, lift, turn, push, and pull tools and objects.

Equal Opportunity

Airtron is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, sex, pregnancy, sexual orientation, age, religion, creed, national origin, gender identity, disability, military/veteran status, genetic information or any other categories protected by applicable law.

Note

This description outlines the role's scope today and may evolve to meet Airtron's needs over time.