Job description

About the client:

Our client is a leading HVAC service provider, specializing in delivering high-quality heating, ventilation, and air conditioning services to residential and commercial clients. They focus on providing reliable service and building long-term customer relationships, ensuring comfort and safety in every home and business they serve.

About the role:

We are seeking a motivated and solutions-focused Customer Service Specialist to join our client’s HVAC service team. The primary responsibility of this role is to handle all intake calls, set up appointments, reschedule, and ensure smooth coordination between customers and technicians. The ideal candidate will play a key role in ensuring effective and efficient customer service, resolving issues quickly, and maintaining high standards of service delivery for every customer interaction.

Experience working in the home services or the HVAC industry is a plus.

What you’ll be doing:

Answer inbound calls from customers to book, reschedule, or confirm HVAC service appointments.
Provide detailed information about HVAC services to customers and schedule appointments accordingly.
Deliver effective and efficient customer service, ensuring customer satisfaction in every interaction.
Resolve customer issues quickly and professionally, ensuring their HVAC needs are addressed promptly and effectively.
Offer solutions to customer concerns, ensuring a positive customer experience and fostering long-term relationships.
Track all customer interactions and appointments in the CRM system for accurate record-keeping and follow-ups.
Collaborate with the service team to ensure appointments are handled smoothly, with all necessary information shared with the technician.
Make outbound calls to potential customers for appointment setting, promoting HVAC services, and scheduling consultations.
Perform follow-up calls to past customers (cold calling) to re-engage and offer services, ensuring customer retention and satisfaction.

Who are we looking for?

3+ years of experience in customer service, appointment setting, or call handling in a service-oriented environment (HVAC experience a plus).
Fluency (oral + written) in both English and Spanish.
Proven track record of handling high call volumes while maintaining attention to detail.
Strong verbal and written communication skills, with a clear and friendly phone demeanor.
Ability to problem-solve customer issues quickly and efficiently.
Experience with CRM systems to manage customer information and appointments.

Position: Customer Service Specialist

Remote Status: Fully Remote

Preferred Location: Global

Working Hours: 8:00 am - 5:00 pm PST

Holidays: US Local Holidays

Salary: USD 800 - USD 1500

Internal Job ID: 0420

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