HVAC Customer Support Specialist — Scheduling & Billing

2240 Service Experts Heating & AC LLC; Roanoke (VA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive pay

Paid time off

Health insurance

401(k) retirement with match

Life and disability insurance

Training programs

Holiday pay

Job summary

Service Experts Heating & Air Conditioning is seeking a Customer Service professional in Roanoke, VA to handle inquiries, bookings, and billing questions with courtesy and efficiency.

The role emphasizes accurate record-keeping, multi-tasking in a fast-paced setting, and adherence to company standards. You will collaborate with dispatch and sales teams to ensure timely execution of service calls and positive customer experiences.

Qualifications

• High school diploma or equivalent with 1 year experience in customer service or another customer-facing environment.
• Experience or training using computers and related systems in an administrative office environment.
• Must be able to multi-task and work effectively in fast-paced and constantly changing environment.

Responsibilities

• Answer incoming phone calls from customers and route calls to the appropriate person.
• Maintain good customer relations and ensure calls meet Service Experts’ standards.
• Handle and resolve customer concerns, complaints, and questions by phone, email, chat.
• Resolve problems by clarifying issues, researching, exploring solutions, implementing them, and escalating when unresolved.
• Maintain customer records by updating account information.
• Dispositions calls accurately in call monitoring software.
• Adhere to CPI compliance when taking payments over the phone.
• Update capacity planner when calls are booked, rescheduled, or canceled.
• Collaborate with Sales and Service Coordinator to improve scheduling accuracy and response speed.
• Communicate service call status to customers.
• Assist with dispatching as needed.
• Maintain knowledge of all company products, services, and promotions.
• Work with dispatch to improve scheduling accuracy and speed of response.
• Demonstrate reliable attendance and on-time job performance.
• Perform similar/other duties as needed.

Skills

Customer service

Communication

Multi-tasking

Time management

Teamwork

Independent work

Problem solving

Education

High School Diploma/GED

Tools

Administrative systems

Job description

Service Experts Heating & Air Conditioning is seeking a Customer Service professional in Roanoke, VA to handle inquiries, bookings, and billing questions with courtesy and efficiency.

The role emphasizes accurate record-keeping, multi-tasking in a fast-paced setting, and adherence to company standards. You will collaborate with dispatch and sales teams to ensure timely execution of service calls and positive customer experiences.