Customer Service Representative

Position Summary

This role is the operational heartbeat of the company. The CSR & Billing Specialist is responsible for accurate, timely invoicing, professional call handling, and smooth daily workflow between customers and technicians.

This is a dual-duty role requiring focus, discipline, and accountability. QuickBooks proficiency and strong attention to detail are mandatory.

Core Responsibilities

1. Customer Service & Call Handling

• Answer all incoming calls quickly, professionally, and with a solutions-based mindset.
• Book service appointments accurately with correct job details, customer information, and priority coding.
• Communicate ETA updates, reschedules, and follow-up information to customers and technicians.
• Maintain calm, courteous communication, even during peak call volume.
• Ensure every customer interaction is documented cleanly and accurately.

2. Invoicing & Billing

• Create accurate invoices for every completed job, same day whenever possible.
• Verify technician notes, materials, pricing, and labor hours before posting invoices.
• Enter all work order data into QuickBooks with a high level of precision.
• Ensure correct service rates, discounts, warranty parts, and membership benefits are applied.
• Maintain a daily invoicing workflow to prevent backlog.

3. Dispatch Support

• Monitor technician schedules and adjust jobs as needed to maintain efficiency.
• Coordinate with field staff on job status, parts needed, and same-day opportunities.
• Ensure technicians are properly routed to minimize downtime and maximize billable hours.

4. Administrative Duties

• Manage warranty information, customer notes, and service agreements.
• Support daily office operations with professionalism and reliability.

Required Skills & Experience

• QuickBooks experience (non-negotiable).
• Strong typing, computer, and multitasking skills.
• Ability to handle pressure and work with high accuracy.
• Excellent verbal communication and time-management abilities.
• Strong judgment, maturity, and personal accountability.
• Prior HVAC or service-industry experience preferred.

Pay: $ $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Health insurance
• Paid time off

Work Location: In person