About this role
Company Overview We are an established commercial HVAC and refrigeration company based in Winston-Salem, North Carolina, with over 25 years of experience. We provide statewide service including installation, maintenance, and repair for heating, air conditioning, and refrigeration systems. As a 24/7 operation, we are committed to delivering reliable and responsive service to our clients at all hours.
Position Overview We are seeking a reliable and professional Customer Service Representative (CSR) to handle after-hours customer support. This role is primarily focused on managing inbound and outbound calls and scheduling service appointments efficiently.
Key Responsibilities ● Answer inbound customer calls during after-hours operations ● Make outbound calls as needed (follow-ups, confirmations, etc.) ● Schedule service appointments accurately using company systems ● Provide clear, professional, and courteous communication with customers ● Ensure all customer interactions are properly logged and documented
Systems & Tools ● Scheduling software: ServiceTitan ● VoIP/phone system for handling inbound and outbound calls
Required Qualifications ● Strong verbal communication skills in English (clear, professional, customer-friendly tone) ● Prior experience in customer service or call handling ● Ability to manage multiple calls and scheduling tasks efficiently ● Comfortable working remotely and independently
Preferred Qualifications ● Experience in HVAC, refrigeration, or similar service-based industries ● Familiarity with ServiceTitan (strongly preferred) ● Bilingual (English/Spanish) is a plus, but not required
What Success Looks Like ● Prompt and professional handling of customer calls ● Accurate scheduling and coordination of service appointments ● Positive customer interactions and satisfaction ● Reliability during assigned after-hours shifts