What are the responsibilities and job description for the Customer Service Representative - Linthicum MD position at Fresh Air Concepts?
About Us
At Fresh Air Concepts, we’ve built our reputation on integrity, accountability, dedication, determination, and service. For over 20 years, we’ve provided trusted HVAC solutions to homeowners and businesses. As we continue to grow, we’re looking for a Customer Service Representative (CSR) to join our team and be the friendly, reliable voice that helps our customers feel taken care of from the very first call.
Position Overview
The Customer Service Representative is the first point of contact for our customers and plays a critical role in ensuring a positive experience. This position involves answering calls, scheduling appointments, supporting technicians, and assisting with administrative and sales support tasks.
Key Responsibilities
- Answer inbound calls, emails, and online inquiries with professionalism and courtesy.
- Listen to customer concerns, document service issues, and provide accurate information.
- Schedule service, maintenance, and installation appointments efficiently.
- Communicate with technicians and dispatchers to ensure smooth scheduling and customer updates.
- Make outbound calls for appointment reminders, service follow-ups, and customer “happy calls.”
- Process payments, service agreements, and maintain customer records in our CRM system.
- Promote service agreements, system upgrades, and additional products when appropriate.
- Support sales efforts by following up on open quotes and proposals.
- Represent the company with integrity, professionalism, and a positive attitude.
Qualifications
- Prior experience in customer service, call center, or administrative role (HVAC/Trades industry a plus).
- Strong communication and active listening skills.
- Ability to multitask, prioritize, and stay organized in a fast-paced environment.
- Comfort with scheduling/dispatching software (ServiceTitan experience preferred but not required).
- Problem-solving mindset with a focus on delivering outstanding customer experiences.
- Basic computer skills (Microsoft Office, CRM systems, data entry).
What We Offer
- Competitive pay (based on experience).
- Performance Based Bonuses
- Spiffs & Commissions
- Health, dental, and vision benefits.
- Paid time off and holidays.
- Ongoing training and career development opportunities.
- A supportive team culture where your contributions matter.
How to Apply
If you’re customer-focused, highly organized, and ready to be part of a growing company that values its people, we’d love to hear from you! Apply today through really.
Job Type: Full-time
Pay: $22.00 - $25.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Experience:
- Construction administrative: 1 year (Preferred)
Ability to Commute:
- Linthicum Heights, MD 21090 (Required)
Work Location: In person
Salary : $22 - $25