Customer Service Rep

CUSTOMER SERVICE REP

Department: Residential Service
Reports To: Residential Service Dispatch Manager

SUMMARY OF ROLE

Howell’s Heating & Air Customer Service Rep serves as the first point of contact for customers, handling inquires related to HVAC. This role is responsible for processing service requests, dispatching technicians and ensuring a high level of customer satisfaction. The representative communicates effectively with clients to understand their needs, provides accurate information about services and products, and resolves issues promptly and professionally. A strong focus on organization, problem-solving, and customer care is essential in supporting daily operations and maintaining positive client relationships.

All Howell’s Heating & Air employees are expected to embrace our Values of being:

Culture, Honesty and Fairness, Stewardship, Professional Craftsmanship,

Lifelong Learning, Teamwork, Superior Customer Service, and Balance

ESSENTIAL DUTIES

include but are not limited to:

1. Deliver prompt, courteous and engaging customer service to both internal team members and external clients, ensuring a positive and professional experience for all


2. Answer incoming calls, emails, and online inquiries from customers regarding HVAC services


3. Schedule service appointments, maintenance visits, and emergency repairs efficiently


4. Provide accurate information about services, pricing, warranties, and timelines


5. Maintain detailed and organized customer records, service history, and account information


6. Follow up with customers to confirm appointments and ensure satisfaction after service


7. Process customer payments, issue receipts, and manage basic billing inquiries


8. Coordinate with technicians and office staff to relay updates or service changes


9. Handle customer complaints or concerns with professionalism and escalate when necessary


10. Support marketing efforts such as service reminders, seasonal promotions, or satisfaction surveys


11. Assist with special projects and participate in focus groups to support continuous improvement initiatives


12. Collaborate with dispatch and supervisory staff to develop and implement operational best practices


13. Ad hoc duties as needed

KNOWLEDGE, SKILLS & ABILITIES

• Has a background in the HVAC industry or similar trade


• Exceptional interpersonal and communication skills, verbal and written, with an ability to actively listen


• Clear and professional phone etiquette


• Scheduling and dispatch coordination


• Multitasking and time management


• Ability to follow procedures and ensure compliance

MINIMUM QUALIFICATIONS

• High school diploma or educational equivalent


• 1+ years experience in a fast paced customer service or administrative role; HVAC or trades industry preferred


• Proficiency with computers and office software; experience with scheduling or dispatch software is a plus


• Professional demeanor, problem-solving attitude, and a customer-first mindset


• Ability to successfully pass a background check and other pre-employment screening


• CPR and first aid certified or agreeable to become certified

ADDITIONAL DESIRED QUALIFICATIONS

• 2+ years experience in the HVAC industry


• Experience with Service Titan

PHYSICAL REQUIREMENTS

• Able to lift & carry items min of 30 lbs.


• Able to work on a computer for extended periods of time.