HVAC Customer Care Specialist

TrustalRecruiting; Lewisville, Northern (TX, KY); Hybrid; USD 51,577,000 - 60,174,000; Full time

Benefits offered by this job

Health benefits

PTO

Paid holidays

Career development

Team culture perks

Job summary

Southern Comfort Mechanical in Lewisville, TX is seeking a Customer Service Representative to be the central voice between clients, field technicians, and operations, keeping daily schedules full and customers comfortable in their homes.

This role combines inbound care with outbound follow-ups, uses ServiceTitan, and offers growth into leadership, process improvement, and marketing as the company expands.

Qualifications

• Customer Service Background: 2+ years of CSR, call center, or dispatch experience (HVAC, plumbing, or residential service industries preferred).
• Technical Aptitude: CRM experience; ServiceTitan experience or familiarity with AI-assisted tools is a plus.
• Inbound Call Management: Proficient in handling high-volume inbound calls, answering questions, and booking appointments.
• Outbound Call Expertise: Regularly making outbound check-ins and follow-up calls to close open estimates.
• Location: Must reside within a 25-minute drive of our Lewisville office.
• References: Ability to provide professional references confirming strong work ethic and punctuality.

Responsibilities

• Answer inbound phone calls, texts, and online inquiries with warmth and efficiency.
• Schedule service calls and dispatch in ServiceTitan, optimizing route density and technician availability.
• Conduct proactive outbound calls for service check-ins and maintenance scheduling.
• Perform daily job administration, including tracking parts orders and warranty details.
• Monitor live technician schedules, flag delays early, and keep clients informed.
• Meet KPIs for call booking, schedule efficiency, and client satisfaction.

Skills

Customer service

CRM experience

Inbound calls

Outbound calls

Communication

Tools

ServiceTitan

Job description

Southern Comfort Mechanical in Lewisville, TX is seeking a Customer Service Representative to be the central voice between clients, field technicians, and operations, keeping daily schedules full and customers comfortable in their homes.

This role combines inbound care with outbound follow-ups, uses ServiceTitan, and offers growth into leadership, process improvement, and marketing as the company expands.