Customer Service Representative (After-Hours)

Company Overview
We are an established commercial HVAC and refrigeration company based in Winston-Salem,
North Carolina, with over 25 years of experience. We provide statewide service including
installation, maintenance, and repair for heating, air conditioning, and refrigeration systems. As
a 24/7 operation, we are committed to delivering reliable and responsive service to our clients at
all hours.

Position Overview
We are seeking a reliable and professional Customer Service Representative (CSR) to handle
after-hours customer support. This role is primarily focused on managing inbound and
outbound calls and scheduling service appointments efficiently.

Key Responsibilities
● Answer inbound customer calls during after-hours operations
● Make outbound calls as needed (follow-ups, confirmations, etc.)
● Schedule service appointments accurately using company systems
● Provide clear, professional, and courteous communication with customers
● Ensure all customer interactions are properly logged and documented

Systems & Tools
● Scheduling software: ServiceTitan
● VoIP/phone system for handling inbound and outbound calls


Required Qualifications
● Strong verbal communication skills in English (clear, professional, customer-friendly
tone)
● Prior experience in customer service or call handling
● Ability to manage multiple calls and scheduling tasks efficiently
● Comfortable working remotely and independently

Preferred Qualifications
● Experience in HVAC, refrigeration, or similar service-based industries
● Familiarity with ServiceTitan (strongly preferred)
● Bilingual (English/Spanish) is a plus, but not required

What Success Looks Like
● Prompt and professional handling of customer calls
● Accurate scheduling and coordination of service appointments
● Positive customer interactions and satisfaction
● Reliability during assigned after-hours shifts