What are the responsibilities and job description for the Customer Service Representative (Call Center) position at AirCo Air Conditioning?
Customer Service Representative (Call Center)
AirCo Air Conditioning, Heating & Plumbing
Position Summary
AirCo is seeking a reliable and customer-focused Customer Service Representative (CSR) to join our call center team. This role is the first point of contact for customers and plays a critical role in scheduling service, handling inquiries, and ensuring a positive customer experience across HVAC and plumbing services.
Key Responsibilities
- Answer inbound customer calls in a professional and friendly manner
- Schedule HVAC, heating, and plumbing service appointments
- Dispatch and coordinate service calls with field technicians
- Provide accurate information regarding services, pricing, and availability
- Handle customer concerns, complaints, and service issues with urgency and care
- Document all interactions in the CRM/service system (e.g., ServiceTitan)
- Follow up on open work orders and ensure customer satisfaction
- Support emergency and after-hours call procedures when assigned
- Maintain strong communication with dispatch, technicians, and management
Qualifications
- High school diploma or equivalent required
- 1 year of customer service or call center experience preferred (home services experience a plus)
- Strong phone communication and active listening skills
- Ability to multitask in a fast-paced environment
- Basic computer skills (CRM systems, scheduling software, Microsoft Office)
- Professional, calm, and solution-oriented attitude
- Reliable attendance and strong work ethic
Preferred Skills (Not Required)
- HVAC, plumbing, or home services industry experience
- Experience with ServiceTitan or similar dispatch software
- Bilingual (English/Spanish)
Work Environment & Schedule
- Office-based call center environment
- Rotating schedule depending on business needs
- May include occasional evening, weekend, or on-call coverage
- Fast-paced, team-oriented setting focused on customer satisfaction and efficiency
What We Offer
- Competitive hourly pay (based on experience)
- Overtime opportunities during peak season
- Training and growth opportunities into dispatch or operations roles
- Stable, growing company environment
- Employee support and team culture focused on service excellence