What are the responsibilities and job description for the Customer Service Representative position at Old Coast HVAC, LLC?
Job Title:
HVAC Customer Service Representative (CSR)
Company:
Old Coast HVAC
Job Type:
Full-Time
Salary Range:
$18–$26 per hour (based on experience) incentives benefits
(Or: $38,000–$54,000 annually, commensurate with experience)
About Us
Old Coast HVAC is a leading provider of residential and light commercial HVAC services in and around Savannah, GA. We're growing fast and committed to delivering exceptional comfort solutions with top-tier customer care. Join a supportive team that values work-life balance, ongoing training, and career growth in the essential trades industry.
Job Summary
We are seeking a friendly, organized, and customer-focused HVAC Customer Service Representative to serve as the first point of contact for our clients. In this role, you'll handle incoming calls, schedule service appointments, dispatch technicians, resolve basic inquiries, and help ensure every customer interaction reflects our commitment to quality and satisfaction.
Key Responsibilities
Answer incoming multi-line phone calls in a professional, courteous, and timely manner
Listen actively to customer concerns regarding heating, cooling, indoor air quality, maintenance, repairs, and emergencies
Schedule service, maintenance, and installation appointments while optimizing technician routes and availability
Dispatch field technicians and provide them with clear job details and customer notes
Perform basic troubleshooting over the phone (e.g., thermostat settings, filter questions, system behavior)
Process payments, invoices, and update customer records in our service software
Follow up on completed jobs, send satisfaction surveys, and handle post-service communications
Upsell/maintain membership plans, maintenance agreements, and additional services when appropriate
Handle customer complaints calmly and escalate complex issues to supervisors or senior technicians
Maintain accurate documentation of all interactions and transactions
Assist with outbound calls for appointment confirmations, follow-ups, or promotional campaigns as needed
Will be required to enter the on-call dispatching schedule
Qualifications & Requirements
High school diploma or GED required; associate's degree or some college coursework preferred
1–2 years of customer service experience (call center, retail, hospitality, or trades-related strongly preferred)
Previous HVAC, plumbing, electrical, or home services industry experience is a big plus but not required—we provide training!
Strong phone presence with excellent verbal communication and active listening skills
Ability to type accurately while speaking with customers (multi-tasking is key)
Proficient with computers, Google Workspace/Microsoft Office, and CRM/service management software
Detail-oriented with strong organizational and problem-solving abilities
Empathetic, patient, and able to remain calm under pressure (especially during peak summer/winter seasons)
Reliable, punctual, and team-oriented mindset
Must be able to pass a background check and drug screening
Preferred Skills (not required)
Familiarity with HVAC terminology (e.g., AC units, furnaces, heat pumps, thermostats, ductwork, SEER ratings)
Experience with dispatching or scheduling software
Basic sales or customer retention experience
What We Offer
Competitive hourly pay incentives
Health, dental, and vision insurance
401(k) with company match
Paid time off (vacation, sick, holidays)
Paid training and industry certifications (e.g., NATE basics if desired)
Positive, team environment
Essential industry – stable, year-round work
We look forward to hearing from you!
Pay: $18.00 - $26.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Work Location: In person
Salary : $38,000 - $54,000