Customer Support Representative (HVAC)

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TYPE OF WORK

Full Time

WAGE / SALARY

6

HOURS PER WEEK

40

DATE UPDATED

Jun 17, 2026

JOB OVERVIEW

Schedule: 40 hours per week
Working Hours: 8:00 AM – 5:00 PM (US Eastern Time)
Work Environment: Remote

Summary – We are seeking an organized, detail-oriented, and customer-focused Customer Support Representative to assist with the day-to-day operations of an HVAC service company.
In this role, you will serve as a primary point of contact for customers. Your responsibilities will include managing inbound and outbound calls, scheduling service appointments, and assisting with promoting the company’s products and services.

You will play a key role in ensuring customers receive prompt support while maintaining accurate records and communication within the team.

Please read all REQUIRED Conditions below before applying

• REQUIRED: Fluency in English with near-perfect pronunciation (very important)
• REQUIRED: Excellent internet connection
• REQUIRED: Strong phone, email, and instant messaging communication skills
• REQUIRED: At least 1 year of experience in customer support, phone scheduling, or phone-based sales
• REQUIRED: Familiarity with CRM platforms (ServiceTitan preferred).
• REQUIRED: Experience using VoIP systems such as Call Tracking Metrics
• REQUIRED: Familiarity with team communication tools such as Slack
• REQUIRED: Willingness to learn about the HVAC or home services industry
• REQUIRED: Willingness to use time-tracking software (WebWork) provided by the company

Please send the following:
• A link to your resume
• A short voice recording (using Vocaroo or any similar platform)

Script:
"Hello, this is [Your Name] calling from Company XYZ. I’m calling you back regarding your request for HVAC service.
We received your inquiry about your heating and cooling system, and I wanted to help you schedule a service appointment with one of our technicians.

Could you please tell me a little more about the issue you're experiencing with your HVAC system?
We currently have availability [today / tomorrow / later this week], and I would be happy to help you find a time that works best for you.

Would you prefer a morning or afternoon appointment? Thank you, and we look forward to assisting you."

Responsibilities:
• Handle inbound calls from customers requesting service appointments
• Make outbound calls for scheduling, follow-ups, promotions, and sales opportunities
• Accurately document customer conversations and update information in the CRM system
• Schedule jobs and maintain organized records within the CRM platform
• Communicate urgent customer concerns to tea ---------- mbers using tools like Slack
• Assist with promoting and selling company products and services when appropriate

Preferred Experience & Skills:

• Experience working in customer support, scheduling, appointment setting, or phone sales
• Background in a call center or high-volume customer support environment
• Familiarity with ServiceTitan CRM for scheduling and customer management
• Experience using VoIP call systems such as Call Tracking Metrics
• Comfortable collaborating with teams using communication tools such as Slack
• Excellent English communication skills (spoken and written)
• Strong attention to detail in call documentation and CRM updates
• Ability to work independently and manage time effectively in a remote environment
• Knowledge of HVAC or home services industries is a plus but not required

Stretch Goals / Responsibilities
• Coordinate directly with field technicians, respond to emergency calls outside of regular business hours when necessary, manage email communications, and assist with sales and marketing activities.

Keywords
Customer Support Representative, CSR, Customer Support Specialist, Sales Representative, Inbound Calls, Outbound Calls, Appointment Setting, Scheduling, Sales Support, HVAC Support, CRM, ServiceTitan, VoIP, Call Tracking Metrics, Slack

SKILL REQUIREMENT
Phone Support Customer Service
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