Join a Company That Cares
Amazing Plumbing, Heating and Air Conditioning, Inc. is a family-owned and operated HVAC & plumbing contractor serving the greater Baltimore, MD area. We work on all brands of residential and light commercial HVAC equipment and are proud of the honest, reliable service we offer. If you’re looking to be part of a team that values employees without the corporate feel—we want to talk to you!

Position Overview

We are looking for a dedicated and personable Customer Service Representative to be the first point of contact for our customers. Your main role will be to understand their needs and schedule service appointments. HVAC or trade industry experience is needed.

Key Responsibilities

• Create a positive first impression by responding promptly and professionally to customer inquiries.
• Schedule service appointments and new system estimates via phone, email, or web platforms.
• Place outbound calls to schedule maintenance visits.
• Maintain detailed and accurate customer repair records in our software (ServiceTitan preferred).
• Manage and update service contracts and agreements.
• Participate in on-call weekend dispatch rotation (minimal interaction required due to answering service support).
• Regularly check emails and internal software for incoming customer requests.

Qualifications

• High school diploma or GED required.
• Minimum of 1 year of experience as an HVAC CSR (required).
• Experience with ServiceTitan software (preferred).
• Proficient computer skills (Outlook, Excel, Word).
• Excellent follow-through and organizational skills.
• Able to work in a fast-paced environment and handle multi-line phone systems.
• Strong verbal communication, empathy, and problem-solving abilities.
• Must be willing to work on-call during peak seasons.

Customer Service Skills We Value

• Professional and courteous phone demeanor.
• Confidence in guiding customers to book appointments.
• Ability to assess urgency and schedule appropriately.
• Detail-oriented with a focus on efficiency and accuracy.

Benefits

• Competitive Wages
• Performance Bonuses & Spiffs
• 100% Employer-Paid:
• Medical Insurance
• Dental Insurance
• Life Insurance
• Short-Term Disability
• Long-Term Disability
• Accidental Death & Dismemberment Insurance
• Medical plans with multiple options and family coverage available.
• Paid Time Off & Paid Holidays
• 401(k) Plan
• On-the-Job Training & Ongoing Learning Opportunities
• Growth Potential Within the Company
• Family-Owned & Operated Culture
• Aflac & Legal Shield Available

Please Note:
All employees are subject to background checks and drug testing at the time of hire and randomly throughout employment.