Customer Service Representative (CSR) – HVAC | Remote

Position Type

Full-Time, Remote

Location

Based in Mexico

Hours

7:30 AM – 4:30 PM CST, Monday–Friday

About the Company

Our client is a growing residential HVAC company serving U.S. customers. They are a small, fast-moving startup where each team member has a direct and visible impact on the business. The company is building a tight team of high performers and is looking for someone who wants to grow with them, not just clock in.

About the Role

As the Customer Service Representative, you are the first voice customers hear when they call. Your job is to turn inbound calls into booked appointments, keep the schedule full, and offer the company’s maintenance membership to the right customers.

You’ll handle calls with warmth and urgency, keep accurate records in the system, and help deliver a great customer experience on every interaction.

This is a phone-forward, sales-minded role for someone who is confident, organized, and motivated by hitting targets. Because this is a small team, you’ll also help with light dispatch, coordinating the day’s schedule for the technician and, as the company grows, the comfort advisor. However, booking calls is the heart of the job.

What You’ll Do

Answer inbound customer calls promptly and professionally
Convert inquiries into booked HVAC service appointments
Schedule jobs based on technician availability and customer needs
Offer the company’s maintenance membership to eligible customers
Handle objections calmly and keep the customer experience positive
Log every call, booking, and follow-up accurately in the CRM
Follow call scripts and workflows while keeping conversations natural
Flag urgent issues and escalate when needed
Share feedback to help improve scripts and processes
Provide light dispatch support by coordinating the daily schedule for the technician, secondary to booking work

Compensation & Bonuses

$2 USD for every job booked
$10 USD for every maintenance membership sold

High performers can meaningfully increase their pay through bonuses. The more you book and sell, the more you earn.

What We’re Looking For

2+ years of experience in customer service, sales, appointment setting, or a call center
Excellent spoken English and a clear, friendly phone presence
Comfortable selling and handling objections without being pushy
Highly organized and accurate with notes and data entry
Reliable, self-disciplined, and able to work independently from home
A reliable computer, headset, and stable high-speed internet
Quick to learn new tools and software

Nice to Have

Experience in HVAC, plumbing, or home services
Experience with Housecall Pro or similar field-service software
Experience selling maintenance plans or service memberships
Experience supporting U.S.-based customers

Targets: What Success Looks Like

This is a metrics-driven team, but goals are realistic and designed to reward strong work.

Success in this role means you are able to:

Book the majority of qualified service calls that come in
Sell maintenance memberships consistently to eligible customers
Keep CRM records accurate and up to date
Maintain strong attendance and call quality

Sales Support / Admin - 60985819794