Skilled Trades Customer Service Representative

Cooling Unlimited, Inc.; Reading (MA); On-site; USD 30,307 - 37,195; Full time

Benefits offered by this job

401(k) with 3% match

Health, dental, vision (50% employer‑p

100% employer-paid life + disability

Paid holidays, PTO, sick time

Paid birthday off

Job summary

Cooling Unlimited, Inc. is seeking a Skilled Trades Customer Service Representative in Reading, MA to act as the hub of day-to-day operations. You will manage calls, schedule appointments, and coordinate with field technicians to keep customers satisfied.

The role requires 1–2+ years in customer service, strong communication, and solid computer skills. Expect a fast-paced environment with daily collaboration across teams and opportunities for bonuses based on performance.

Qualifications

• 1–2+ years in customer service or call center environments.
• Strong multitasking and organizational abilities.
• Clear, professional communication in phone and writing.
• Comfortable in a fast-paced, high-call setting.
• Solid computer skills: Word, Excel, Outlook; 30+ WPM.
• Detail-oriented with a proactive, get-it-done attitude.

Responsibilities

• Schedule and dispatch HVAC service calls and manage requests.
• Handle incoming calls, keep customers informed, and coordinate with techs.
• Ensure technicians' days run efficiently and on schedule.
• Follow up with customers to confirm satisfaction and update records.
• Assist with light admin tasks and team support.

Skills

Customer service

Multitasking

Communication

Typing 30+ WPM

MS Office

Tools

ServiceTitan

Job description

Skilled Trades Customer Service Representative

Pay: $22–$27/hour

Location: Reading, MA

Pay & Perks

• $22–$27/hour (based on experience) + bonus opportunities
• 401(k) with 3% company match
• Health, dental, vision (50% employer-paid)
• 100% employer-paid life + short/long-term disability
• Paid holidays, PTO, and sick time
• Paid birthday off

Schedule: Monday–Friday, 8:00 AM – 5:00 PM

Why This Role Matters

You're the hub of the operation. Every call, every schedule, every technician route runs through you.

Cooling Unlimited has been serving Middlesex County since 1986. We've built a strong reputation by taking care of our customers-and that starts with the person who answers the phone.

This role sits at the center of day-to-day operations. You'll handle a steady flow of calls, coordinate with techs in the field, and keep schedules and customers on track. Things move quickly, and priorities can shift-being organized and responsive is key. If you're organized, quick-thinking, and great with people, this is a role where you'll make an immediate impact every single day.

What You'll Own

• Scheduling and dispatching HVAC service calls
• Managing incoming calls and customer requests
• Keeping technicians' days running efficiently
• Communicating updates between customers and field teams
• Supporting maintenance program promotion and follow-ups

What You'll Be Doing

• Answering calls and creating a strong first impression
• Booking and prioritizing service appointments
• Handling urgent/emergency requests with confidence
• Coordinating with technicians throughout the day
• Following up with customers to ensure satisfaction
• Assisting with light admin tasks and team support

What You Bring

• 1–2+ years in customer service, call center, or inside sales
• Strong multitasking and organizational skills
• Clear, professional communication (phone + written)
• Comfortable working in a fast-paced, high-call environment
• Solid computer skills (Word, Excel, Outlook; typing 30+ WPM)
• Detail-oriented with a "get it done" attitude

Nice to Have:

• HVAC, plumbing, or skilled trades experience
• ServiceTitan or similar dispatch software