Customer Service Representative

We are looking for a dedicated and customer-oriented professional to join our team and deliver efficient, empathetic, and high-quality support to our valued customers.

US-based HVAC services company serving residential customers

Location: Mohali Sector-67, India

Shift: 6:00pm - 3:30am IST (Rotational)

Working Days: 5 Days Working (as per Roster)

Mode: In office

Position Summary: We are seeking a Customer Service Representative - Inbound & Outbound (HVAC Process) to handle all inbound and outbound customer calls related to HVAC services across different regions of the United States.

The role involves managing paid and organic inbound calls, booking HVAC jobs, making outbound calls to customers, providing information, scheduling appointments, promoting and selling membership plans and ensuring accurate data capture, coordinating technician dispatch while ensuring a high standard of customer experience and conversion efficiency. You will be required to handle outbound and inbound calls as per business requirements.

This role requires strong communication skills, ownership of outcomes, and adherence to defined processes and quality benchmarks. The ideal candidate must be confident in English and comfortable handling US customers over calls.

Key Responsibilities

· Handle inbound and outbound HVAC calls (repair, maintenance, installation, follow-ups).

· Own job booking & conversion on all qualified calls.

· Capture accurate customer details and appointment preferences.

· Outbound Cold Calling (Appointment Setting), coordinate with dispatch & technicians for job scheduling.

· Provide professional, empathetic, and confident customer support.

· Update CRM/system notes accurately as per SOPs.

· Meet conversion, quality, and attendance benchmarks.

· Participate in training, audits, and continuous improvement initiatives.

Eligibility Criteria

· Graduate or equivalent (preferred).

· Excellent spoken English (US accent-neutral preferred).

· Willingness to work rotational US night shifts

Required Skills

· Strong communication & objection-handling skills.

· Conversion-driven mindset with attention to detail.

· Basic computer & CRM knowledge.

· Prior HVAC / US inbound & outbound voice experience is an added advantage.