What are the responsibilities and job description for the CSR I position at COOPER HEATING & COOLING INC?
About Cooper Heating & Cooling
Founded in 1978, Cooper Heating & Cooling, Inc. is proud to be one of Colorado’s largest and most trusted residential HVAC companies. We were honored as a 2025 Denver Post Top Workplace, and we continue to grow by putting people first—our customers and our team.
At Cooper, we believe in working hard, having fun, and taking care of each other. We’re redefining what it means to work in the trades by building a service-first, membership-driven model focused on Safety, Health, Comfort, and Efficiency. Our leadership culture is rooted in Drive – Integrity – Impact, and we’re committed to delivering seamless, high-quality experiences for every customer.
Position Summary
The Customer Service Representative (CSR) is the first impression of Cooper Heating, Cooling, Plumbing & Electrical. This role is responsible for delivering an exceptional customer experience by answering inbound calls, booking service appointments, managing customer communications, and ensuring every opportunity is converted into a scheduled appointment. The ideal candidate is positive, organized, detail-oriented, and thrives in a fast-paced environment.
Qualifications:
Key Responsibilities
- Answer inbound customer calls promptly and professionally.
- Schedule HVAC, plumbing, electrical, and maintenance appointments using ServiceTitan.
- Convert inbound inquiries into booked appointments while following company scripts and procedures.
- Handle emergency calls with urgency and empathy.
- Confirm appointments and minimize cancellations and no-shows.
- Make outbound calls for unscheduled estimates, maintenance renewals, and customer follow-up.
- Maintain accurate customer records and detailed job notes.
- Communicate effectively with dispatch, technicians, and management.
- Assist with customer concerns and resolve issues professionally.
- Support seasonal promotions, membership renewals, and financing opportunities.
- Meet or exceed daily, weekly, and monthly performance goals.
Qualifications
- Previous customer service or call center experience preferred.
- HVAC, plumbing, electrical, or home service experience is a plus.
- Experience with ServiceTitan is preferred.
- Excellent verbal and written communication skills.
- Strong computer and multitasking abilities.
- Professional phone etiquette.
- Ability to remain calm under pressure.
- Strong attention to detail and organizational skills.
- Team player with a positive attitude.
Performance Expectations (KPIs)
- Answer calls quickly and professionally.
- Maintain a high booking conversion rate.
- Deliver outstanding customer satisfaction.
- Complete accurate documentation in ServiceTitan.
- Meet attendance and schedule adherence expectations.
- Support company revenue goals through effective scheduling and follow-up.
What Success Looks Like at Cooper
At Cooper, our CSRs don't simply answer phones—they create outstanding customer experiences. Every call is an opportunity to earn trust, solve problems, and schedule the right solution for our customers. Successful team members are dependable, coachable, and committed to delivering exceptional service while helping the company grow.
Compensation
- Pay: $19.00–$22.00 per hour, depending on experience and qualifications
- Performance bonus opportunities
Schedule
- Monday–Friday
- 8:00 AM–5:00 PM
Benefits
- Paid training and training stipends
- Health, dental, and vision insurance
- Life & AD&D insurance
- Long-Term Disability (LTD) coverage
- Flexible Spending Accounts (Health Care & Dependent Care)
- Voluntary Accident, Hospital, and Critical Illness insurance
- 401(k) with a generous 3% company match
- Paid Time Off (PTO) and paid holidays (6 days)
- Team events and community involvement
- Career advancement opportunities within Cooper Heating, Cooling, Plumbing & Electrical
Join the Green Team
This role is ideal for someone looking to grow a career in HVAC, offering mentorship and continuous training to support long-term success.
Apply and help shape the future of home HVAC services in Colorado.
Application Deadline: This job posting will close on August 28, or sooner if the position is filled before that date. Cooper Heating & Cooling reserves the right to extend or modify this deadline based on business needs.
Salary : $19 - $22