- Answer customer calls, emails, and messages about HVAC services, appointments, pricing, and availability.
- Schedule, reschedule, and confirm service appointments based on technician availability and customer needs.
- Coordinate technician schedules, dispatch technicians, and communicate job details and schedule changes.
- Document customer information, service requests, equipment details, appointment notes, and interactions.
- Create and update customer records in CRM or HVAC management software.
- Follow up on estimates, appointments, completed services, maintenance recommendations, and outstanding requests.
- Handle customer concerns and complaints and monitor open service tickets through resolution.
- Process service requests, work orders, invoices, payments, and other customer documentation as needed.
- Coordinate with technicians, service managers, dispatchers, and other internal team members.
- Support after-hours or emergency service requests according to company procedures.
Customer serviceGoogle Workspace