HVAC Home Services Customer Care Specialist

Innovative Air; City of Mount Vernon (NY); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Retirement options

Stable year-round employment

Close-knit office team

Job summary

Innovative Air in Mount Vernon, NY is hiring a Customer Service Representative to support HVAC and home-services operations. The role involves answering calls, scheduling technicians, and maintaining accurate customer records in ServiceTitan. W-2 full-time employment with benefits is offered.

The ideal candidate has prior customer service experience in a busy office and familiarity with HVAC/home services. Strong communication, organization, and problem-solving skills are essential.

Qualifications

• Previous customer service experience in a busy office or calls center.
• Experience with HVAC or home-services companies preferred.
• Familiar with scheduling service calls and coordinating field techs.
• Excellent telephone and written communication.
• Able to manage multiple calls and changing schedules.
• Strong organizational skills and attention to detail.
• Calm, patient, and professional with customers.
• Proficient with scheduling software and computers.
• Team player able to work with technicians and dispatch.

Responsibilities

• Answer incoming customer calls, emails, and service inquiries in a friendly, professional manner
• Schedule residential HVAC, plumbing, and other home-service appointments
• Gather accurate information about customer concerns, equipment issues, and service requirements
• Coordinate with dispatchers, technicians, installers, and office staff to keep customers informed
• Confirm appointments and communicate scheduling changes or technician arrival updates
• Follow up with customers after service visits to ensure satisfaction
• Respond to customer questions about service appointments, maintenance agreements, and general company services
• Help customers understand available service options and schedule appropriate appointments
• Manage customer concerns and complaints calmly, professionally, and with a solutions-focused attitude
• Maintain accurate customer records, service histories, appointment details, and notes
• Use ServiceTitan or similar software to document calls and update customer information
• Support outbound customer follow-ups, appointment reminders, and maintenance scheduling
• Assist with general office administration and customer service tasks as needed

Skills

Customer service

HVAC experience

Scheduling coordination

Communication skills

ServiceTitan familiarity

Computer skills

Tools

ServiceTitan software

Job description

Innovative Air in Mount Vernon, NY is hiring a Customer Service Representative to support HVAC and home-services operations. The role involves answering calls, scheduling technicians, and maintaining accurate customer records in ServiceTitan. W-2 full-time employment with benefits is offered.

The ideal candidate has prior customer service experience in a busy office and familiarity with HVAC/home services. Strong communication, organization, and problem-solving skills are essential.