HVAC Customer Experience Specialist

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 and paid holidays

Paid training and stipends

Team events

Job summary

Cooper Heating & Cooling, Inc. in Colorado is seeking a detail-oriented Customer Service Representative to handle inbound calls, book HVAC, plumbing, and electrical service appointments, and convert inquiries into scheduled visits.

You will work with dispatch and technicians to ensure timely, high-quality customer experiences. The role supports promotions, memberships, and financing opportunities, with a Monday–Friday schedule and an after-hours on-call rotation.

Qualifications

• Excellent verbal and written communication skills.
• Experience in customer service or call center preferred.
• HVAC/home service experience is a plus.
• Proficiency with ServiceTitan is a plus.
• Strong attention to detail and organizational skills.
• Ability to remain calm under pressure.

Responsibilities

• Answer inbound customer calls promptly and professionally.
• Schedule HVAC, plumbing, electrical, and maintenance appointments in ServiceTitan.
• Convert inquiries into booked appointments following scripts.
• Handle emergency calls with urgency and empathy.
• Confirm appointments and minimize cancellations and no-shows.
• Make outbound calls for estimates, renewals, and follow-up.
• Maintain accurate customer records and notes.
• Collaborate with dispatch, technicians, and management.

Skills

Customer service

Call center

Excellent communication

Team player

Attention to detail

Calm under pressure

Professional phone etiquette

Multitasking

Tools

ServiceTitan

Job description

Cooper Heating & Cooling, Inc. in Colorado is seeking a detail-oriented Customer Service Representative to handle inbound calls, book HVAC, plumbing, and electrical service appointments, and convert inquiries into scheduled visits.

You will work with dispatch and technicians to ensure timely, high-quality customer experiences. The role supports promotions, memberships, and financing opportunities, with a Monday–Friday schedule and an after-hours on-call rotation.