HVAC Customer Service Representative

Description

Summary: This role involves serving as the initial customer contact, managing calls, scheduling appointments, and coordinating field technicians while ensuring customer satisfaction and efficient operations. Highlights: 1. Be the calm, helpful voice for customers in urgent situations. 2. Help customers while keeping operations organized and productive. 3. Directly impact customer experience and field team success. **Arctic Fox Cooling** **HVAC Customer Service Representative** **Location:** Remote \- Latin America. Candidates must be available to work a fixed schedule that includes weekends, likely Thursday through Sunday. **Be the Calm, Helpful Voice Our Customers Remember** **Arctic Fox Cooling** helps South Florida homeowners stay comfortable through dependable HVAC, heating, and indoor air quality services. Our customer service team is often the first point of contact for someone dealing with an uncomfortable or urgent situation. We are looking for a friendly, capable professional who can make customers feel heard while keeping the service schedule organized and productive. We are seeking a full\-time **HVAC** **Customer Service Representative** to manage incoming calls, schedule appointments, and help coordinate field technicians. The right person will be confident on the phone, organized under pressure, and comfortable balancing customer service with scheduling responsibilities. This position is especially important for supporting weekend call volume and maximizing booking opportunities. **Key Responsibilities** * Answer incoming customer calls promptly and professionally. * Listen carefully, gather accurate information, and identify the customer's needs. * Schedule service, maintenance, and estimate appointments. * Convert qualified inbound calls into booked appointments. * Coordinate technician schedules, availability, and service areas. * Communicate appointment details and updates to customers and field employees. * Enter complete and accurate customer information into ServiceTitan. * Follow up on missed calls, pending requests, and unbooked opportunities. * Help resolve scheduling issues and escalate urgent concerns appropriately. * Meet customer\-service, booking, and conversion expectations. **Qualifications** * Previous customer service, call\-center, scheduling, or dispatch experience. * Strong spoken and written English communication skills for customer calls, scheduling, and written service communication. * Clear, professional, and empathetic telephone presence. * Strong organization and ability to manage several priorities simultaneously. * Comfortable working with scheduling software and web\-based systems. * Reliable computer, internet connection, and distraction\-free workspace. * Ability to remain calm and helpful when customers are frustrated. * Sales\-minded approach without using aggressive or misleading tactics. * Availability for a full\-time schedule that includes weekends. * ServiceTitan or home\-services experience is preferred. **Pay and Benefits** * Independent contractor engagement, approximately 40 hours per week, with required availability during agreed service hours. * Base pay: $10 \- $15 USD per hour, based on experience. Plus eligible performance incentives. * Eligible for performance incentives based on qualified booked appointments and conversion metrics; specific rates provided in the compensation plan. * Fixed schedule likely running Thursday through Sunday. * Limited schedule flexibility may be available as staffing grows. **Why Arctic Fox Cooling?** At **Arctic Fox Cooling**, customer service is not about rushing through calls; it is about listening, communicating clearly, and helping people find the right solution. You will have a direct impact on the customer experience and the success of the field team. We value positive attitudes, personal accountability, and honest communication. If you enjoy helping customers while keeping a busy operation organized, this is a place where your work will matter. *Arctic Fox Cooling encourages applications from qualified candidates of all backgrounds and experiences.*