What are the responsibilities and job description for the Customer Service Representative (HVAC) position at Odyssey Mechanical?
Customer Service Representative (CSR)
Location: Pawleys Island, SC
Purpose
The Customer Service Representative is the first voice of Odyssey Mechanical. This role exists to take care of the customer, demonstrate empathy, and deliver a best-in-class service experience from the first hello to the final booking. The CSR builds confidence in the Odyssey brand and ensures every qualified opportunity is booked accurately and efficiently.
Role Overview
The CSR manages inbound calls, texts, chats, and emails from homeowners and lead sources. This position requires professionalism, attention to detail, and the ability to multitask while keeping the customer’s needs first. CSRs work closely with dispatch, service managers, and technicians to ensure smooth handoffs, accurate information, and full alignment with company procedures.
Core Responsibilities
● Answer inbound calls, chats, and emails promptly and professionally
● Demonstrate empathy and care on every interaction to build trust and loyalty
● Book jobs confidently and accurately following all company SOPs and scheduling guidelines
● Overcome objections through active listening and clear communication
● Capture detailed, technician-friendly notes that support field success
● Apply correct call classifications and campaign attribution in ServiceTitan
● Escalate issues outside CSR authority to the proper leader or department
● Monitor and respond to overnight, chat, text, or AI-transferred leads each morning
● Keep communication logs clean and organized by closing out completed conversations
● Represent Odyssey’s core values in every customer and team interaction
**Additional office duties, as assigned**
Measured KPIs
● Booking rate
● Time to answer
● Average call time
● Memberships sold
Audited Metrics
● Call classification & campaign attribution accuracy
● Text, chat, and Hatch response times
● Job notes accuracy and comprehensiveness
Behavioral Expectations
● Communicate clearly and respectfully with customers and teammates
● Stay composed under pressure and focus on problem solving
● Follow all processes and escalate when clarification is needed
● Take ownership of every call and maintain accountability for results
● Support a positive, team-oriented culture and uphold Odyssey’s reputation
Core Values in Action
● Integrity: Always do what is right for the customer and the team
● Accountability: Take responsibility for outcomes and follow through
● Excellence: Deliver outstanding service on every call and interaction
● Betterment: Seek improvement and learning at every opportunity
● Teamwork: Collaborate openly to achieve shared goals
Defining Excellence
A top-performing CSR provides a seamless, caring, and confident experience for every customer.
Success is measured by empathy, professionalism, and consistent execution. The best CSRs understand that how we serve is just as important as how many calls we book
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Experience:
- Customer service: 3 years (Preferred)
- HVAC: 2 years (Preferred)
- Call center: 3 years (Preferred)
- Accounts payable: 3 years (Preferred)
- Service Titan: 1 year (Preferred)
Work Location: In person