HVAC Customer Service Representative

New

Workable workplace: remote; Workable locations: Philippines; Location: PhilippinesFull-TimeJunior

Salary not disclosed

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Job Details

Languages: Excellent written and verbal English communication skills.
Experience: Minimum of 2 years of experience in customer service, call center support, dispatching, HVAC administration, or a similar role.
Required Skills: Customer serviceGoogle Workspace

Have a minimum of 2 years of experience in customer service, call center support, dispatching, HVAC administration, or a similar role.
Communicate clearly and professionally in written and spoken English.
Handle high volumes of inbound and outbound calls.
Demonstrate strong customer service, relationship-building, and problem-solving skills.
Remain calm and solution-oriented with difficult customers and urgent service requests.
Organize and prioritize multiple appointments, requests, and tasks with attention to detail.
Document customer interactions, service details, and appointment information accurately.
Work independently while maintaining consistent communication with the team.
Use Google Workspace and/or Microsoft Office applications.
Be comfortable learning new software and systems.
HVAC industry experience is highly preferred; familiarity with HVAC terminology, service processes, and equipment is an advantage.
Familiarity with HVAC software, CRM systems, and field service platforms such as ServiceTitan, Housecall Pro, Jobber, or FieldEdge is highly preferred.
Experience scheduling and dispatching technicians is an advantage.
Sales or upselling experience, particularly in home services or HVAC, is a plus.

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.

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