HVAC Customer Service Representative Job Description

Position: HVAC Customer Service Representative

Position Type: Hourly, Non-Exempt

Pay: $19-$22 hourly

Reports to: Call Center Manager

Benefits:

Performance Bonus    Employer Paid Medical, Dental & Life            401(k) 3.5% Match

PTO                          Short- & Long-Term Disability                  Legal Shield & Aflac               

Position Summary

The Customer Service Representative (CSR) is the first point of contact for our customers. The CSR’s main role is to understand customers’ needs and schedule service appointments accordingly.

Key Responsibilities

• Create a positive first impression by responding promptly and professionally to all customer inquiries across phone, email, and web platforms.
• Schedule service appointments, maintenance visits, and new system estimates.
• Provide transparent information regarding fees in alignment with company pricing.
• Proactively follow up on unpaid or lapsed Comfort Club memberships, educate customers on membership benefits, and assist with renewal or enrollment.
• Maintain detailed, accurate, and up-to-date customer records, job notes, and equipment history within ServiceTitan.
• Coordinate with dispatch and other departments internally to ensure efficient job flow and high levels of customer satisfaction.
• Address customer concerns, escalate issues when necessary, and ensure timely resolution and follow-up.
• Participate in an on-call rotation, working in coordination with the answering service to ensure urgent customer needs are addressed.

Required Qualifications

• High school diploma or GED.
• Minimum of 1 year of experience as an HVAC CSR.
• ServiceTitan software experience.
• Reliable high-speed internet connection and dedicated, quiet home office.
• 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.
• 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.

Working Conditions

• Work is to be performed in an office environment either out of our Baltimore office or at home. A dedicated, quiet office space with reliable high-speed internet is required to be considered for at home work arrangements.
• Candidate must be comfortable sitting for extended periods of time.
• The CSR team operates in a virtual office environment to stay connected and communicate throughout the day, so candidates must be comfortable working in a collaborative online setting.

About the Company

Amazing Plumbing, Heating & Air Conditioning is a family-owned and operated company proudly serving communities throughout the greater Baltimore area. Built by a service technician, our company was founded on the belief that great service starts with taking care of both customers and the people doing the work. We are a team of technicians who understand the trade because we have lived it, and we take pride in supporting one another, sharing knowledge, and doing the job the right way.

We provide residential and light commercial HVAC services across Annapolis, Anne Arundel County, Baltimore County, Baltimore City, Howard County, Montgomery County, Prince George’s County, and Harford County.

Why Work With Us

At Amazing Heating and Air Inc., you are not just another employee. You are part of a team built by people who understand the demands of the trade and respect the work that goes into it. We offer competitive pay with opportunities to earn additional incentives, along with a comprehensive benefits package that includes employer-paid medical, dental, and insurance coverage. We invest in ongoing training and development so you can continue to grow your skills and advance your career. We believe in showing up for our customers, doing honest work, and creating an environment where employees feel respected, supported, and part of something meaningful. This is a place where you can build a long-term career while being part of a company that genuinely cares.

Equal Opportunity Employer

Amazing Heating and Air Inc. is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.