HVAC Customer Service Representative - Milford, CT - Full-time

Description

Job Title: Customer Service Representative (HVAC)

Location: Milford, CT

Position Summary:
The HVAC Customer Service Representative handles inbound calls, schedules and dispatches technicians, and ensures a seamless customer experience that drives retention and revenue.

Key Responsibilities:

• Answer inbound calls and assist customers with HVAC service, maintenance, and installation needs 
• Schedule and dispatch technicians efficiently to maximize daily capacity 
• Communicate appointment details, timing, and expectations clearly to customers 
• Maintain accurate records in CRM/service software (ServiceTitan preferred) 
• Identify opportunities to promote maintenance plans and additional services 
• Coordinate with technicians and management to resolve issues quickly 
• Handle customer concerns professionally and escalate when necessary 

Qualifications:

• 1–3 years of customer service or call center experience (home services preferred) 
• Strong communication, organization, and multitasking skills 
• Experience with ServiceTitan or similar platforms is a plus 
• Ability to perform in a fast-paced, high-call-volume environment 
• Customer-first mindset with strong problem-solving ability 

Compensation & Benefits:

• Competitive hourly pay + performance-based incentives 
• Health, dental, and vision insurance 
• Paid time off and holidays 
• Growth opportunities within a rapidly expanding organization