Customer Service Representative

Position Overview
You will play a key role in supporting daily office operations and coordinating the schedules for both HVAC Service and Sales Teams overseas. This position ensures efficient communication, accurate scheduling, and timely dispatching to maintain a smooth workflow between the office and technicians. By managing calls and updates, the role contributes to delivering high-quality customer service and operational effectiveness.

This position is part time or full time Monday to Friday

Core Responsibilities/Administrative Support:
• Promptly handle incoming calls and route them appropriately.
• Monitor and promptly address incoming leads emails and chat forums.
• Follow-up on open leads, estimates and agreements until closed.
• Maintain and update customer records, service histories, and job documentation.
• Ensure appropriate documents are attached and provided for all appointments.
• Data entry into new system.
• Outbound calls to generate business.
Dispatching & Scheduling:
• Coordinate and schedule a variety of Residential Service calls and Estimate appointments.
• Follow-up on unanswered After Hours Leads, and Residential Service requests.
• Prioritize and Optimize calls based on urgency, technician availability, and location.
• Actively work to keep the Service Technicians schedule full by initiating follow-ups or cold calls for open appointments, both in advance and on day of.
• Adjust schedules as needed based on cancellations, emergencies, or changing job conditions.
• Utilize Scheduling software (Service Titan) to manage recurring events, and follow-up notes/reminders.
Skills & Qualifications:
• Strong organizational and time-management abilities.
• Comfortable making calls to collect payment.
• Clear and professional communication with both customers and staff.
• Familiarity with scheduling or dispatch software (ServiceTitan), is an asset.
• Experience in customer service work.
• Necessary experience in Microsoft Office and general computer use.
• Strong Team Player, with the self drive to work independently.
• Ability to multitask and adapt to a fast-paced, evolving work environment.
Performance Expectations
• Demonstrate a high level of accuracy and attention to detail.
• Effectively prioritize and resolve scheduling challenges.
• Provide excellent customer service and internal support.
• Remain flexible and receptive to process improvements or procedural changes.
• Ensure timely and efficient coordination of field operations.
Job Type: Full-time
Work Location: Remote