Remote HVAC Scheduler & Customer Service Pro

Virtual Assist; United States; Remote; USD 42,000 - 52,000; Full time

Benefits offered by this job

Paid training

Work from home

Job summary

Virtual Assist is seeking a professional HVAC Customer Service Representative to be the primary contact for customers and support day-to-day operations of our HVAC service team.

You will handle calls, emails, scheduling, CRM updates, and follow-ups while coordinating with technicians to ensure timely service and high customer satisfaction. This remote role serves U.S.-based customers and offers paid training.

Qualifications

• Minimum of 2 years in customer service or dispatching in a fast-paced environment.

Responsibilities

• Answer incoming customer calls, emails, and messages in a professional and friendly manner.
• Respond promptly to customer inquiries regarding HVAC services, appointments, pricing, and service availability.
• Schedule, reschedule, and confirm HVAC service appointments based on technician availability and customer needs.
• Coordinate daily schedules with HVAC technicians to ensure efficient routing and timely service appointments.
• Dispatch technicians and communicate job details, customer information, and service requirements accurately.
• Collect and document customer information, service requests, equipment details, and appointment notes.
• Create and update customer records in the CRM or HVAC management software.
• Follow up with customers regarding estimates, scheduled appointments, completed services, maintenance recommendations, and outstanding requests.
• Handle customer concerns and complaints professionally while working toward timely and appropriate resolutions.
• Monitor technician schedules and communicate any delays, cancellations, or changes to customers.
• Assist customers with basic questions regarding HVAC services, maintenance, repairs, installations, and service processes.
• Identify potential service opportunities and recommend appropriate HVAC services based on customer needs.
• Follow up on unsold estimates and open opportunities to help increase booked jobs and revenue.
• Contact customers regarding maintenance agreements, seasonal tune-ups, service reminders, and other recurring HVAC services.
• Assist with inbound and outbound customer communication, including appointment confirmations and follow-up calls.
• Process service requests, work orders, invoices, payments, and other customer-related documentation as needed.
• Maintain accurate records of customer interactions, appointments, service history, and technician notes.
• Coordinate with technicians, service managers, dispatchers, and other internal team members to ensure smooth job execution.
• Monitor open service tickets and follow up to ensure outstanding customer issues are addressed promptly.
• Assist with after-hours or emergency service requests according to company procedures.
• Maintain a high level of professionalism and customer service during every customer interaction.
• Help identify scheduling conflicts and proactively resolve issues that may affect the customer experience.
• Support the team with administrative tasks related to service operations, customer accounts, and daily scheduling.
• Maintain confidentiality and protect customer information and company data.
• Perform additional administrative, customer service, and operational tasks as assigned.

Skills

Customer service

Communication skills

Multi-tasking

Workflow coordination

Remote work

Tools

ServiceTitan

Housecall Pro

Jobber

FieldEdge

Job description

Virtual Assist is seeking a professional HVAC Customer Service Representative to be the primary contact for customers and support day-to-day operations of our HVAC service team.

You will handle calls, emails, scheduling, CRM updates, and follow-ups while coordinating with technicians to ensure timely service and high customer satisfaction. This remote role serves U.S.-based customers and offers paid training.