Residential HVAC Sales Coordinator & Customer Service Representative

HVAC Residential Sales Coordinator & CSR – Job Description

Position Title - Residential HVAC Sales Coordinator & Customer Service Representative (CSR)

Job Summary

The Residential HVAC Sales Coordinator & Customer Service Representative (CSR) is responsible for supporting the sales process, coordinating customer appointments, and delivering exceptional customer service for residential HVAC installations. This role serves as the primary point of contact for homeowners, helping manage incoming inquiries, scheduling estimates and service appointments, supporting sales follow-up activities, and ensuring a positive customer experience from initial contact through project completion.

Key Responsibilities

Customer Service & Communication

• Answer incoming customer calls, emails, and online inquiries regarding residential HVAC estimates for installations.
• Provide professional, courteous, and knowledgeable customer support.
• Address customer concerns, questions, and scheduling requests promptly.
• Maintain positive customer relationships and ensure high levels of customer satisfaction.

Sales Coordination

• Schedule in-home estimates and consultations for HVAC comfort advisors and sales representatives.
• Coordinate calendars and appointments to maximize scheduling efficiency.
• Assist the sales team with customer follow-ups, estimate tracking, and appointment confirmations.
• Support sales promotions and seasonal marketing campaigns.
• Follow up with customers after consultations or installations to encourage sales conversions and gather feedback.

Scheduling & Administrative Support

• Coordinate service and installation scheduling with dispatch and operations teams.
• Maintain accurate customer records, appointment details, and lead tracking information in CRM systems.
• Process customer paperwork, agreements, and related documentation.
• Prepare reports related to sales activity, appointments, and customer communications.

Operational Support

• Communicate customer needs and scheduling updates to Comfort Advisors and office staff.
• Assist in resolving scheduling conflicts and customer concerns efficiently.
• Support daily office operations and contribute to a positive team environment.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Previous experience in customer service, sales coordination, call center support, or HVAC office administration preferred.
• Strong verbal and written communication skills.
• Excellent customer service and relationship-building abilities.
• Strong organizational and multitasking skills.
• Ability to work in a fast-paced office environment.
• Proficiency in Microsoft Office, CRM software, and scheduling systems.

Preferred Skills

• Experience in the HVAC, home services, or residential construction industry.
• Familiarity with HVAC terminology, products, and services.
• Experience with CRM and field service software such as Service Titan.
• Strong problem-solving and conflict-resolution skills.
• Ability to handle high call volumes while maintaining professionalism.

Work Environment

• Office-based position with regular interaction with homeowners, installers, sales staff, and management.
• May require occasional evening or weekend availability during peak seasons.
• Fast-paced environment focused on customer satisfaction and operational efficiency.

Performance Expectations

• Deliver exceptional customer service and communication.
• Maintain accurate scheduling and customer records.
• Support achievement of sales goals and appointment conversion targets.
• Ensure timely follow-up with customers and smooth coordination between departments.

Compensation & Benefits

• Competitive salary or hourly compensation.
• Health and dental insurance.
• Paid time off and holidays.
• Retirement savings plan.
• Opportunities for advancement and professional development