Client Care Representative

Industry: HVAC Services
Employment Type: Full-Time | Remote
Location: Fully Remote (Must overlap with U.S. business hours)

Role Overview

We are looking for a motivated Remote Client Care Representative (CCR) to support customer communication, appointment scheduling, and operational coordination for a growing U.S. home service business.

In this role, you will be responsible for managing customer inquiries, converting leads into booked appointments, and coordinating communication between customers and technicians.

Your main goal will be to ensure customers receive fast responses, schedules remain organized, and technician calendars stay full and efficient.

If you enjoy helping customers, organizing schedules, and working in a fast-paced service environment, this role offers an excellent opportunity to contribute and grow.

Key Responsibilities

1. Customer Communication & Call Handling

Manage inbound calls, texts, and emails using approved greetings and scripts

Deliver a professional and customer-focused phone experience

Provide service information and guide customers through scheduling steps

2. Appointment Booking & Lead Conversion

Convert incoming inquiries into booked service appointments

Educate customers about available services and maintenance programs

Confirm appointments to reduce cancellations and no-shows

3. Dispatch & Schedule Coordination

Assist with technician dispatch and job routing

Help optimize daily schedules to maximize technician utilization

Communicate schedule updates or delays to customers

4. Customer Follow-Up & Retention

Conduct outbound follow-ups with customers after service visits

Confirm satisfaction and address any concerns

Support repeat bookings and long-term customer relationships

5. CRM & Operational Administration

Maintain accurate customer records within the CRM system

Update service notes, contact details, and appointment information

Coordinate workflows across internal systems and communication tools

Requirements

1. Customer Call Handling Experience

Minimum 2 years of experience handling inbound customer calls or client communication in a professional service environment.

2. Customer Follow-Up Experience

At least 2 years of experience conducting outbound follow-ups with customers to confirm appointments or ensure satisfaction after service.

3. Dispatch or Scheduling Experience

Minimum 1 year of experience coordinating technician schedules or service appointments (dispatching).

4. CRM System Experience

Minimum 2 years of experience using CRM systems to manage customer records, scheduling data, and service history.

5. Lead Conversion Experience

At least 2 years of experience converting customer inquiries into scheduled appointments or service bookings.

Benefits

Remote / Work Setup

Fully remote position supporting a U.S.-based home service business.
Candidates must maintain a professional work environment and availability during U.S. business hours.

Compensation

Starting salary of $1,200 – $1,500 USD per month.

Performance growth opportunities may be available based on appointment booking performance and operational support impact.