HVAC Customer Service Representative
NC Quality Air — Wilmington, North Carolina
Full-Time | Monday–Friday
Join the NC Quality Air Team
NC Quality Air is seeking an experienced HVAC Customer Service Representative to serve as a key point of contact between our customers, technicians, dispatch team, and management.
This is not an entry-level call-center position. The right candidate will have at least two years of customer service experience, preferably in HVAC, plumbing, electrical, or another residential home-service business. Candidates must also be comfortable working in a modern field-service CRM such as ServiceTitan, Housecall Pro, FieldEdge, or a comparable platform.
Our CSR must be organized, dependable, professional, and capable of managing a fast-moving service schedule while providing customers with clear and courteous communication.
Primary ResponsibilitiesCustomer Service and Call Handling
- Answer inbound customer calls promptly and professionally.
- Build trust with homeowners while gathering accurate information about their service needs.
- Schedule HVAC service, maintenance, repair, replacement, and indoor air quality appointments.
- Ask appropriate questions to determine the nature, urgency, and location of each service request.
- Explain dispatch fees, service procedures, appointment windows, and company policies.
- Provide appointment confirmations and communicate schedule changes or technician delays.
- Make outbound calls to follow up on unsold estimates, pending repairs, maintenance recommendations, and customer concerns.
- De-escalate difficult customer situations while maintaining professionalism.
- Document all customer conversations and commitments accurately.
Scheduling and Dispatch Coordination
- Schedule calls based on technician skill set, location, availability, and job priority.
- Communicate continuously with dispatchers, technicians, field managers, and office leadership.
- Help maintain an efficient schedule while minimizing unnecessary drive time and schedule gaps.
- Notify customers when technicians are dispatched or running behind.
- Identify emergency and priority calls and escalate them appropriately.
- Avoid overbooking technicians or making schedule commitments without verifying capacity.
- Assist with coordinating return visits, warranty calls, permit-related appointments, inspections, and equipment follow-ups.
- Ensure technicians do not independently control or change the customer schedule without office approval.
ServiceTitan and CRM Management
- Create and update customer profiles, locations, jobs, appointments, and notes in ServiceTitan or a comparable CRM.
- Maintain accurate contact information, equipment information, call reasons, job summaries, and appointment details.
- Review customer history before scheduling or responding to questions.
- Properly classify calls by business unit, job type, campaign, priority, and technician requirements.
- Attach relevant photographs, documents, estimates, warranties, or customer communications to the correct account.
- Track open estimates, memberships, callbacks, warranty issues, and unresolved customer concerns.
- Maintain clean, complete, and accurate CRM records.
- Use dashboards, reports, task lists, and follow-up workflows to ensure commitments are completed.
Membership and Revenue Support
- Explain the benefits of NC Quality Air’s maintenance membership program.
- Schedule recurring maintenance visits and help maintain accurate membership records.
- Follow up on expiring or canceled memberships when assigned.
- Contact customers regarding unsold repair and replacement estimates.
- Identify opportunities to schedule additional services without using high-pressure sales tactics.
- Support company booking-rate, conversion, membership, and customer-retention goals.
- Accurately track the marketing source associated with each incoming lead.
Administrative Support
- Assist with warranty documentation, parts status updates, permit scheduling, inspections, and customer follow-up.
- Monitor company email, text messages, web leads, Google messages, and other assigned communication channels.
- Review upcoming appointments for missing information or scheduling conflicts.
- Communicate unresolved issues to management before they become customer-service problems.
- Help maintain office procedures, call scripts, scheduling standards, and customer-service expectations.
- Perform other reasonable administrative and customer-service duties as assigned.
Required Qualifications
- Minimum of two years of customer service, call-center, scheduling, or dispatch experience.
- Experience in HVAC, plumbing, electrical, restoration, pest control, or another residential service business is strongly preferred.
- Demonstrated proficiency with a modern field-service CRM such as:
- ServiceTitan
- Housecall Pro
- FieldEdge
- Service Fusion
- Jobber
- A comparable dispatching and customer-management platform
- Strong computer skills, including email, web-based software, text communication, and Microsoft or Google applications.
- Ability to enter detailed and accurate information while actively speaking with customers.
- Strong verbal and written communication skills.
- Ability to manage multiple calls, messages, scheduling requests, and follow-up tasks.
- Consistent attendance, punctuality, and schedule reliability.
- Ability to remain professional during stressful or emotionally charged customer interactions.
- Strong judgment and willingness to ask for assistance before making unsupported promises to customers.
- Ability to work effectively with field technicians, office personnel, managers, and company ownership.
Preferred Qualifications
- Direct experience using ServiceTitan.
- Residential HVAC scheduling or dispatch experience.
- Familiarity with HVAC terminology, maintenance agreements, equipment warranties, replacement estimates, and after-hours service.
- Experience following up on unsold estimates and maintenance opportunities.
- Experience monitoring booking rates, call outcomes, lead sources, and CSR performance metrics.
- Familiarity with financing applications, permits, manufacturer warranties, and home-service customer workflows.
Performance Expectations
Success in this position will be evaluated using several operational and customer-service standards, including:
- Call-answering and response time
- Booking rate
- Accuracy of customer and job information
- Schedule quality and technician utilization
- Customer satisfaction
- Membership opportunities scheduled or sold
- Follow-up completion
- Unsold-estimate recovery
- Attendance and punctuality
- Internal communication
- Compliance with company procedures
What We Are Looking For
The ideal candidate:
- Takes ownership of customer issues through resolution.
- Understands that details entered in the CRM directly affect the customer and the field team.
- Can balance customer needs with technician capacity and company procedures.
- Does not make promises without confirming that the company can fulfill them.
- Communicates problems early rather than allowing them to escalate.
- Is comfortable being held accountable to measurable performance standards.
- Understands that dependable attendance is essential in a small, service-focused organization.
- Wants to help build a structured, professional, and customer-focused home-service company.
Schedule
This is a full-time, in-office position based in the Wilmington, North Carolina area.
The standard schedule is expected to be:
Monday through Friday, 9:00 a.m.–6:00 p.m.
Occasional schedule adjustments, earlier coverage, later coverage, or weekend support may be required based on seasonal demand and business needs.
Compensation and Benefits
Compensation will be based on experience, HVAC industry knowledge, ServiceTitan proficiency, and demonstrated scheduling and customer-service ability.
Available benefits may include:
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) eligibility within 90 days
- Paid time off
- Paid holidays
- Performance incentives or spiffs
- Training and professional-development opportunities
Specific benefit eligibility and waiting periods will be reviewed during the hiring process.
About NC Quality Air
NC Quality Air provides residential heating, cooling, indoor air quality, and related home-comfort services throughout the Wilmington area. We are committed to professional communication, accurate workmanship, dependable service, and doing the job correctly.
We are building a stronger, more accountable operation and are looking for team members who value structure, customer service, teamwork, and continuous improvement.
NC Quality Air is an equal opportunity employer.
Pay: From $20.00 per hour
Benefits:
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Professional development assistance
- Vision insurance
Work Location: In person
