{"id":3312960,"url":"https://alion.io/job/hvas-hvac-customer-service-representative","title":"HVAC Customer Service Representative","company":{"id":16458,"name":"Hvas","domain":"hvas.com","url":"https://alion.io/company/hvas","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"C","score":61,"open_postings":11,"ghost_share":0.727,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":13,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-27T03:59:07Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-31T08:16:31Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":4},"description":"We are seeking a highly professional, organized, and customer-focused HVAC Customer Service Representative to serve as a primary point of contact for customers and support the day-to-day operations of an HVAC service company. The ideal candidate has excellent communication skills, strong attention to detail, and the ability to remain calm and professional in a fast-paced environment.\nRequirements\nKey Responsibilities:\nAnswer incoming customer calls, emails, and messages in a professional and friendly manner.\nRespond promptly to customer inquiries regarding HVAC services, appointments, pricing, and service availability.\nSchedule, reschedule, and confirm HVAC service appointments based on technician availability and customer needs.\nCoordinate daily schedules with HVAC technicians to ensure efficient routing and timely service appointments.\nDispatch technicians and communicate job details, customer information, and service requirements accurately.\nCollect and document customer information, service requests, equipment details, and appointment notes.\nCreate and update customer records in the CRM or HVAC management software.\nFollow up with customers regarding estimates, scheduled appointments, completed\nservices, maintenance recommendations, and outstanding requests.\nHandle customer concerns and complaints professionally while working toward timely and appropriate resolutions.\nMonitor technician schedules and communicate any delays, cancellations, or changes to customers.\nAssist customers with basic questions regarding HVAC services, maintenance, repairs, installations, and service processes.\nIdentify potential service opportunities and recommend appropriate HVAC services based on customer needs.\nFollow up on unsold estimates and open opportunities to help increase booked jobs and revenue.\nContact customers regarding maintenance agreements, seasonal tune-ups, service reminders, and other recurring HVAC services.\nAssist with inbound and outbound customer communication, including appointment confirmations and follow-up calls.\nProcess service requests, work orders, invoices, payments, and other customer-related documentation as needed.\nMaintain accurate records of customer interactions, appointments, service history, and technician notes.\nCoordinate with technicians, service managers, dispatchers, and other internal team members to ensure smooth job execution.\nMonitor open service tickets and follow up to ensure outstanding customer issues are addressed promptly.\nAssist with after-hours or emergency service requests according to company procedures.\nMaintain a high level of professionalism and customer service during every customer interaction.\nHelp identify scheduling conflicts and proactively resolve issues that may affect the customer experience.\nSupport the team with administrative tasks related to service operations, customer accounts, and daily scheduling.\nMaintain confidentiality and protect customer information and company data.\nPerform additional administrative, customer service, and operational tasks as assigned.\nQualifications & Skills:\nMinimum of 2 years of experience in customer service, call center support, dispatching,\nHVAC administration, or a similar role.\nHVAC industry experience is highly preferred.\nExcellent written and verbal English communication skills.\nStrong phone presence and the ability to communicate clearly and professionally with customers.\nComfortable handling a high volume of inbound and outbound calls.\nStrong customer service and relationship-building skills.\nAbility to remain calm, professional, and solution-oriented when handling difficult customers or urgent service requests.\nStrong organizational skills with excellent attention to detail.\nAbility to manage multiple appointments, customer requests, and priorities simultaneously.\nExperience with HVAC terminology, service processes, and common HVAC equipment is a strong advantage.\nFamiliarity with HVAC software, CRM systems, and field service management platforms such as ServiceTitan, Housecall Pro, Jobber, FieldEdge, or similar systems is highly preferred.\nExperience with scheduling and dispatching technicians is an advantage.\nProficiency with Google Workspace and/or Microsoft Office applications.\nStrong computer skills and the ability to quickly learn new software and systems.\nAbility to accurately document customer interactions, service details, and appointment information.\nStrong problem-solving and decision-making skills.\nAbility to work independently while maintaining consistent communication with the team.\nHighly dependable, proactive, and organized.\nStrong ability to prioritize tasks and work effectively in a fast-paced environment.\nHigh level of professionalism, reliability, and integrity.\nSales or upselling experience is a plus, particularly in home services or HVAC.\nExperience working remotely with U.S. -based customers or companies is highly preferred.\nBenefits\nPaid training\nWork from home","description_format":"text","description_chars":4967,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["HVAC & Refrigeration","Commerce","Real Estate","Cloud Platforms (IaaS & PaaS)"],"lifecycle":[{"event":"open","at":"2026-10-27T03:59:07Z"}],"visa":[],"liveness":{"score":57,"band":"ok","label":"Likely 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