Offer summary

Qualifications:

Strong communication skills and a positive attitude are essential., Experience in customer service or a related field is preferred., Familiarity with scheduling software, such as ServiceTitan, is a plus but training will be provided., Ability to manage multiple tasks and respond to inquiries in a timely manner..

Key responsibilities:

Handle incoming calls from clients to answer questions and schedule appointments.

Make outbound calls to potential clients to generate new business.

Manage voicemail and email inquiries, ensuring timely responses and follow-ups.

Maintain accurate records of client interactions and provide feedback to improve service quality.

Job description

About Penbrothers:

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client:

Our client is a leading HVAC service provider based in Charlotte, North Carolina, delivering heating, cooling, and ventilation solutions to both residential and commercial customers. Since 2008, they have earned a strong reputation for their commitment to honesty, reliability, and high-quality service. Their expertise includes furnace installations, air conditioning repairs, gas fitting, and commercial ventilation systems. With transparent pricing, 24/7 emergency services, and flexible financing options, the company is dedicated to customer satisfaction and building long-term relationships.

About the Role:

As an HVAC Customer Service Specialist, you will be the face of our client when clients reach out for assistance. Your positive attitude and excellent communication skills will create a great first impression. You will handle incoming calls from current and prospective clients, schedule appointments, book home visits, and assist with dispatching after-hours calls. Your role will also involve managing voicemail and email inquiries, following up with customers, and ensuring satisfaction throughout their experience.

What you’ll do:

Respond to incoming phone calls from prospective and current clients to answer questions, schedule appointments, and set up home visits.
Make outbound cold calls to potential new clients.
Record accurate project details, including contact information, address, and services requested.
Use ServiceTitan software for scheduling, job booking, and dispatching calls (training provided).
Monitor and manage voicemail messages, ensuring timely responses.
Respond to emails in a professional and timely manner.
Send appointment confirmations and follow up with customers to ensure satisfaction with our client’s services.
Assist with after-hours dispatching and emergency service scheduling as needed.
Maintain accurate and up-to-date records of client interactions and service details.
Provide feedback and insights on customer interactions to help improve service quality.

Required profile