HVAC Outbound Customer Service Representative

MUST LIVE IN CALIFORNIA TO BE CONSIDERED FOR THIS POSITION ROLE SUMMARY

The Outbound CS Representative is the primary voice contact for Brower Mechanical customers. This is a high-volume, metric-driven call center role within an HVAC dispatch environment. The rep executes outbound call campaigns, manages inbound service requests, coordinates technician scheduling, and maintains data accuracy in the dispatch system. This is not a passive support role. Call performance is tracked, quality is monitored, and output expectations are defined. Candidates must be comfortable being measured.

DAY IN THE LIFE

Typical Weekday (10:00 AM - 7:00 PM Shift) 10:00 AM Shift Start — Review notes and reports from previous day Begin executing outbound call list — promotions, maintenance reminders, or seasonal campaigns.

Target:

100+ calls completed by end of shift. In addition, do follow ups on accounts to assist with the sales department. 10:15 AM Inbound Volume Peak Field 30-40 inbound calls: new service requests, appointment reschedules, technician check-ins. Dispatch adjustments made in real time. 12:00 PM Inbound/Outbound Que Field 30-40 inbound calls: new service requests, appointment reschedules, technician check-ins. Dispatch adjustments made in real time. Begin executing outbound call list — promotions, maintenance reminders, or seasonal campaigns.

Target:

100+ calls completed by end of shift. 2:00 PM Outbound/Inbound Que Begin executing outbound call list — promotions, maintenance reminders, or seasonal campaigns.

Target:

100+ calls completed by end of shift. 4:00 PM Outbound/Inbound Que Begin executing outbound call list — promotions, maintenance reminders, or seasonal campaigns.

Target:

100+ calls completed by end of shift. 6:00 PM End-of-Day Wrap Complete call log, flag open items for next shift, confirm next-day technician schedule. Shift closes at 7:00 PM, distribute call reports and next day consultant schedules. Saturday Shift (8:00 AM - 5:00 PM) — Required Reduced outbound volume. Primary focus on inbound service calls, urgent dispatch, and technician coordination. Saturdays are non-optional for this role.

RESPONSIBILITIES

Outbound Calling Execute 100+ outbound calls/day from campaign lists (promotions, service reminders, special events) Convert outbound contacts into booked appointments for service and sales teams Maintain accurate call log records after each contact Inbound Service Handling Manage 30-40 inbound calls/day: new service requests, appointment changes, account questions Triage customer issues; resolve scheduling and service conflicts in real time Route non-service calls (billing, general inquiries) to appropriate departments Dispatch & Scheduling Schedule HVAC service appointments by matching technician skill set, availability, and geography Dispatch technicians and communicate job details via mobile device coordination Adjust daily schedule in response to cancellations, emergencies, or technician status changes Data & Admin Create, update, and close work orders with accurate customer and job data Manage service agreements and maintenance contracts in the CRM/dispatch system Generate and send service proposals to customers within same-day SLA Verify and correct customer account information during every interaction

REQUIRED SKILLS & QUALIFICATIONS

Non-Negotiable Requirements 2+ years HVAC dispatch experience (residential or commercial) 2+ years high-volume phone-based customer service Proficient with dispatch/CRM software (Service Titan, FieldEdge, or equivalent) Ability to manage 130-140 total calls per day across inbound and outbound Available Mon-Fri 10 AM - 7 PM and Saturdays 8 AM - 5 PM without exception Technical Environment Windows 11 PC with high-speed internet (home setup required for backup/emergency use) Dedicated home office workspace with headset Mobile device literacy for technician field support Core Competencies Scheduling precision — multi-technician coordination under time pressure Real-time problem solving — handles dispatch conflicts, cancellations, and priority shifts Phone communication — professional tone across both inbound service and outbound sales calls Data accuracy — CRM entries are audited; errors affect technician and customer outcomes Composure under volume — maintains performance quality during peak call periods Preferred Bilingual (English / Spanish) Experience with outbound sales or appointment-setting calls HVAC industry knowledge (residential systems, service agreements, maintenance cycles)

PRE-EMPLOYMENT REQUIREMENTS

Drug screening — required Reference check — HVAC or dispatch supervisor preferred

Pay:

$20.00 - $22.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Work from home

Work Location:

Remote