HVAC Customer Service Representative

Virtual Assist

. Answer incoming customer calls, emails, and messages in a professional and friendly manner.

Posted 10/27/2026full-timeRemote • PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in HVAC service coordination, customer relationship management, and effective communication. Proficient in scheduling, dispatching, and utilizing HVAC management software to enhance operational efficiency.

Highest-signal resume keywords

HVAC Industry ExperienceCustomer Service SkillsScheduling and DispatchingCRM Software ProficiencyStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

HVAC TerminologyService ProcessesAppointment SchedulingDocumenting Customer InteractionsProblem-Solving SkillsSales or Upselling ExperienceField Service Management SoftwareGoogle Workspace ProficiencyMicrosoft Office ProficiencyTechnical Documentation

Soft Skills

Relationship-Building SkillsOrganizational SkillsAttention to DetailCalm Under PressureDependability

Tools & Technologies

ServiceTitanHousecall ProJobberFieldEdgeCRM Systems

Industry Keywords

HVAC ServicesCustomer InquiriesService AppointmentsTechnician CoordinationService RequestsMaintenance AgreementsService RemindersCustomer ComplaintsOperational TasksRemote Customer Support

About the role

Key responsibilities & impact

Answer incoming customer calls, emails, and messages in a professional and friendly manner.
Respond to customer inquiries regarding HVAC services, appointments, pricing, and service availability.
Schedule, reschedule, and confirm HVAC service appointments.
Coordinate daily schedules with HVAC technicians to ensure efficient routing and timely service.
Dispatch technicians and accurately communicate job details, customer information, and service requirements.
Collect and document customer information, service requests, equipment details, and appointment notes.
Create and update customer records in CRM or HVAC management software.
Follow up with customers regarding estimates, appointments, completed services, maintenance recommendations, and outstanding requests.
Handle customer concerns and complaints and work toward timely resolutions.
Monitor technician schedules and communicate delays, cancellations, or changes to customers.
Assist customers with questions about HVAC services, maintenance, repairs, installations, and service processes.
Identify service opportunities and recommend appropriate HVAC services.
Follow up on unsold estimates and open opportunities to increase booked jobs and revenue.
Contact customers about maintenance agreements, seasonal tune-ups, service reminders, and recurring HVAC services.
Process service requests, work orders, invoices, payments, and related documentation.
Maintain accurate records of customer interactions, appointments, service history, and technician notes.
Coordinate with technicians, service managers, dispatchers, and internal team members.
Monitor open service tickets and follow up on outstanding customer issues.
Assist with after-hours or emergency service requests according to company procedures.
Identify scheduling conflicts and proactively resolve customer-impacting issues.
Support administrative tasks related to service operations, customer accounts, and daily scheduling.
Maintain confidentiality and protect customer and company information.
Perform additional administrative, customer service, and operational tasks as assigned.

Requirements

What you’ll need

Minimum of 2 years of experience in customer service, call center support, dispatching, HVAC administration, or a similar role.
HVAC industry experience is highly preferred.
Excellent written and verbal English communication skills.
Strong phone presence and the ability to communicate clearly and professionally with customers.
Comfortable handling a high volume of inbound and outbound calls.
Strong customer service and relationship-building skills.
Ability to remain calm, professional, and solution-oriented when handling difficult customers or urgent service requests.
Strong organizational skills with excellent attention to detail.
Ability to manage multiple appointments, customer requests, and priorities simultaneously.
Experience with HVAC terminology, service processes, and common HVAC equipment is a strong advantage.
Familiarity with HVAC software, CRM systems, and field service management platforms such as ServiceTitan, Housecall Pro, Jobber, FieldEdge, or similar systems is highly preferred.
Experience with scheduling and dispatching technicians is an advantage.
Proficiency with Google Workspace and/or Microsoft Office applications.
Strong computer skills and the ability to quickly learn new software and systems.
Ability to accurately document customer interactions, service details, and appointment information.
Strong problem-solving and decision-making skills.
Ability to work independently while maintaining consistent communication with the team.
Highly dependable, proactive, and organized.
Strong ability to prioritize tasks and work effectively in a fast-paced environment.
High level of professionalism, reliability, and integrity.
Sales or upselling experience is a plus, particularly in home services or HVAC.
Experience working remotely with U.S.-based customers or companies is highly preferred.

Benefits

Comp & perks

Paid training
Work from home