HVAC Customer Service Representative

Accurate Mechanical; Washington Court House (OH); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

PTO Per Company Policy

6 paid holidays

401(K) plan, including company match

125 Plan

Job summary

Accurate Mechanical in the United States is seeking a Residential HVAC Customer Service Representative to manage customer inquiries, schedule installations and maintenance, and coordinate dispatch to optimize service delivery. The CSR serves as the frontline between customers and field technicians, ensuring clear communication, timely updates, and high satisfaction.

A high school diploma and 1 year in customer service, preferably HVAC, are required; additional HVAC knowledge and CRM tools are a

Qualifications

• HS diploma or equivalent.
• 1-year experience in customer service, HVAC or construction.
• Basic knowledge of HVAC equipment and installation processes.
• Strong organizational and dispatching skills.
• Proficient in dispatching software and CRM tools.

Responsibilities

• Respond to customer inquiries about HVAC products and services.
• Schedule and dispatch technicians to residential sites.
• Maintain accurate records of interactions and dispatch activities.
• Collaborate to resolve service issues and delays, keeping customers informed.
• Provide detailed information about products, installation and maintenance.

Skills

HVAC knowledge

Dispatching

CRM tools

Customer service

Communication

Education

High school diploma

Tools

Scheduling software

CRM software

Job description

The Residential HVAC Customer Service Representative (CSR) plays a pivotal role in ensuring exceptional customer experiences within the residential HVAC sector of the construction industry. This position is responsible for managing customer inquiries, scheduling HVAC equipment installations and maintenance, and coordinating dispatch operations to optimize service efficiency. The CSR acts as the primary liaison between customers and field technicians, ensuring clear communication and timely resolution of service requests. By providing expert guidance and support, the CSR helps maintain high customer satisfaction and fosters long-term client relationships. Ultimately, this role contributes significantly to the operational success and reputation of the company by delivering reliable and professional customer service.

Minimum Qualifications

• High school diploma or equivalent.
• 1-year proven experience in customer service roles, preferably within the HVAC or construction industry.
• Basic knowledge of HVAC equipment and installation processes.
• Strong organizational skills with the ability to manage multiple tasks and dispatch schedules simultaneously.
• Proficiency in using dispatching software and customer relationship management (CRM) tools.

Preferred Qualifications

• Certification or training related to HVAC systems or construction industry standards.
• Experience with advanced dispatching systems and inventory management.
• Excellent communication skills with a focus on conflict resolution and customer satisfaction.
• Familiarity with local building codes and safety regulations related to HVAC installation.
• Bilingual abilities to support diverse customer populations.

Responsibilities

• Respond promptly and professionally to customer inquiries regarding HVAC equipment and installation services.
• Schedule and dispatch HVAC technicians to residential job sites, ensuring efficient allocation of resources and timely service delivery.
• Maintain accurate records of customer interactions, service requests, and dispatch activities using company software systems.
• Collaborate with field technicians and management to resolve any service issues or delays, keeping customers informed throughout the process.
• Provide detailed information to customers about HVAC products, installation procedures, and maintenance recommendations to support informed decision-making.

Skills

The required skills such as HVAC or Plumbing equipment knowledge and installation understanding enable the CSR to accurately address customer questions and coordinate technical services effectively. Dispatching skills are critical for managing technician schedules and ensuring timely service delivery, which directly impacts customer satisfaction. Providing great customer service involves active listening, empathy, and clear communication to build trust and resolve issues efficiently. Preferred skills like advanced dispatching and familiarity with industry regulations enhance the CSR's ability to optimize operations and maintain compliance. Together, these skills ensure the CSR can support both customers and field teams, contributing to smooth workflows and positive service outcomes.

• PTO Per Company Policy
• 6 paid holidays
• 401(K) plan, including company match
• 125 Plan

Equal Opportunity Employer

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, sex, sexual orientation, gender identity, national origin, veteran or disability.