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About the Role

The Customer Service Representative (CSR) is the primary point of contact for customers seeking information on heating, cooling, and energy-efficient comfort solutions. This role involves managing inbound calls, identifying customer needs, and scheduling in-home consultations for the Comfort Specialist team, ensuring all interactions reflect the company's values of professionalism, responsiveness, and care.

Responsibilities

Answer inbound customer calls, emails, and online inquiries professionally and promptly.
Listen to customer needs to understand their inquiry type (service, replacement, new installation).
Provide accurate information on company offerings, promotions, and HVAC systems.
Record necessary customer information, including property details, system type, and preferred appointment times.
Schedule in-home appointments for Comfort Specialists based on territory, availability, and customer preferences.
Coordinate with Sales Coordinator and Comfort Specialist teams for accurate appointment details and smooth handoffs.
Confirm appointments via phone, text, or email and manage reschedules or cancellations.
Enter customer and appointment data accurately into the CRM system.
Ensure all inbound leads are documented, tracked, and assigned within the CRM or lead management system.
Update customer records after each call or appointment confirmation.
Support outbound follow-up efforts for missed calls, voicemails, or unconfirmed leads.
Maintain professionalism and empathy to provide a consistent, positive customer experience.

Requirements

Minimum of two (2) years of experience in customer service, call center, or appointment scheduling.
Experience in HVAC, home services, or related industries is ideal.
Strong phone presence with the ability to build rapport quickly and maintain a calm, professional tone.
Excellent telephone skills and customer engagement abilities.
Experience handling a high volume of inbound calls and managing multiple priorities.
Familiarity with CRM or scheduling software (e.g., ServiceTitan, Salesforce, HubSpot, or equivalent).
Excellent verbal and written communication skills with strong attention to detail.
Demonstrated reliability, punctuality, and consistency in customer-facing roles.
Strong organizational skills with the ability to follow structured processes and maintain accurate records.
Ability to multitask, including typing and navigating systems while speaking with customers.
Basic proficiency with Microsoft Office Suite (Word, Excel, Outlook).

Skills

Customer Service
Call Handling
Appointment Scheduling
Lead Coordination
CRM Software
Microsoft Office Suite
Verbal Communication
Written Communication
Attention to Detail
Organization
Time Management
Teamwork
Problem Solving
Professionalism

Location

Remote

Work Type

Full-time

Experience Level

2+ years

About the Company

Rycor HVAC is committed to providing heating, cooling, and energy-efficient comfort solutions.

Equal Opportunity

Rycor HVAC is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and do not discriminate against any employee or applicant for employment based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.