CSR for HVAC company

Tiger Air & Heating is a family-owned HVAC company serving residential and commercial customers throughout the Dallas-Fort Worth area. We are looking for a highly organized, professional, and proactive Customer Service Representative (CSR) / Dispatcher Virtual Assistant to join our team.

This role is ideal for someone who communicates clearly, stays calm under pressure, and genuinely enjoys helping customers.

Responsibilities
Answer inbound customer calls professionally and courteously
Schedule service appointments
Dispatch technicians efficiently
Update customers on technician arrival times
Handle customer concerns with empathy and professionalism
Maintain accurate notes in our CRM
Communicate with technicians throughout the day
Assist with outbound calls and follow-up tasks
Requirements
Required
Excellent spoken and written English
Strong customer service skills
Reliable high-speed internet
Quiet home office
Backup internet and backup power
Ability to work U.S. Central Time hours
Strong organizational and multitasking skills
Preferred
CSR, dispatcher, or call center experience
Experience in HVAC, plumbing, electrical, or other home service industries
Familiarity with Housecall Pro, ServiceTitan, Jobber, Google Workspace, or Slack
Compensation
Competitive pay based on experience
Performance bonuses available
Long-term opportunity with a growing family-owned company
Application Process
Step 1 – Written Application

Please answer the following questions:

Tell us about your customer service or dispatch experience.
Have you worked in home services, call centers, scheduling, or logistics?
What software systems have you used?
What hours are you available to work in CST?
Describe a difficult customer situation and how you handled it.
What is your internet speed?
Do you have backup internet and backup power?
Why would you be a good fit for Tiger Air & Heating?
Step 2 – Voice Introduction & Roleplay Recording

Please submit:

A 1–2 minute voice introduction telling us about yourself.
A roleplay recording where you act as both the customer and the CSR.

We want to hear your:

English communication skills
Professionalism
Confidence
Empathy
Problem-solving ability
Calmness under pressure
Required Roleplay Scenarios
Scenario 1 – No Cooling Customer

Customer says:

“My AC stopped working and my house is 85 degrees. I called earlier and nobody called me back. What is going on?!”

Scenario 2 – Diagnostic Fee Objection

Customer says:

“Why do I have to pay a diagnostic fee just for someone to come out?”

Scenario 3 – Maintenance Membership Question

Customer says:

“Do you offer maintenance plans?”

Scenario 4 – Technician Running Late

Customer says:

“Your technician was supposed to be here two hours ago. I need to know what’s going on.”

Scenario 5 – Emergency Same-Day Request

Customer says:

“My AC is completely out, and I have a baby in the house. Can you get someone here today?”

Scenario 6 – Price Shopping

Customer says:

“I’m calling around to compare prices. Why should I choose Tiger Air?”

Step 3 – Live Interview

Qualified applicants will be invited to a video interview where we will evaluate:

Communication skills
Responsiveness
Organization
Coachability
Reliability
Professionalism
Ability to multitask
Step 4 – Dispatch Simulation

Final candidates may complete a practical dispatch exercise involving:

Multiple incoming service calls
Scheduling conflicts
Technician delays
Upset customers

We want to see how you prioritize, communicate, and stay organized.

What We Value Most
Fast communication
Ownership mentality
Attention to detail
Calmness under pressure
Positive attitude
Strong follow-through
Tea ---------- ntality
Willingness to learn
Red Flags
Slow responses
Poor English communication
Defensive attitude
Lack of urgency
Inability to follow instructions
Weak internet connection
Noisy work environment
Robotic or overly scripted communication
How to Apply

Please submit:

Your resume
Answers to the written questions
Voice introduction
Roleplay recordings

We’re looking for someone who wants to grow with our company and become an important part of the Tiger Air team.