Customer Service Representative

Customer Service Representative (Inbound & Outbound Voice Process)

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HVAC | In-office (Mohali Sector - 67)

Position Summary We are seeking a Customer Service Representative – Inbound & Outbound (HVAC Process) to handle all inbound and outbound customer calls related to HVAC services across different regions of the United States. The role involves

managing paid and organic inbound calls, booking HVAC jobs ,

making outbound calls to customers , providing information,

scheduling appointments,

promoting and selling membership plans and ensuring accurate data capture, coordinating technician dispatch while ensuring a high standard of customer experience and conversion efficiency. You will be required to handle outbound and inbound calls as per business requirements.

This role requires strong communication skills, ownership of outcomes, and adherence to defined processes and quality benchmarks.

The ideal candidate must be confident in English and comfortable handling US customers over calls.

Location:

Mohali Sector-67, India Shift:

Rotational Night Shift (9hours shift) Working Days:

5 Days Working (as per Roster) Company:

One Hour Heating & Air Conditioning of Frisco Website :

www.onehourairfrisco.com (US-based HVAC services company serving residential customers)

Key Responsibilities Inbound Call Management Handle

all inbound HVAC-related calls , including: Paid marketing calls Organic/free inbound calls Service inquiries related to repair, maintenance, installation, and follow-ups Understand customer requirements and provide accurate information as per SOPs. Job Booking & Conversion Ownership Book HVAC service jobs on all eligible inbound calls . Maintain

maximum possible conversion , with an expectation of

near 100% booking on qualified calls , except when: Customer does not meet predefined eligibility criteria Service is unavailable in the customer’s location Pricing or operational constraints apply Accurately capture customer details, service needs, and appointment preferences. Outbound Cold Calling (Appointment Setting) Make outbound cold calls to: Set service appointments Generate new sales opportunities Follow call scripts while adapting naturally Maintain call volume and discipline Dispatch & Technician Coordination Coordinate with

technicians and dispatch teams

to assign and schedule jobs efficiently. Share complete and accurate job details to ensure seamless field execution. Handle appointment confirmations, reschedules, and updates as required. Customer Experience & Communication Deliver a

professional, empathetic, and confident customer experience

on every call. Address objections, concerns, and queries effectively to support booking outcomes. Clearly communicate service expectations, timelines, and next steps. System Updates & Documentation Update CRM and internal systems with

accurate call notes, booking status, and customer information . Ensure data accuracy for reporting, billing, and quality audits. Follow defined call scripts, HVAC guidelines, and compliance standards. Quality, Performance & Compliance Meet defined

conversion targets, quality scores, and attendance benchmarks . Participate in call audits, coaching sessions, and performance reviews. Implement feedback to continuously improve call handling and booking efficiency. Training & Team Collaboration Attend regular training sessions, refreshers, and process updates. Coordinate with QA, operations, dispatch, and leadership teams. Adapt to process changes, campaign updates, and client requirements.

Eligibility Criteria Graduate or equivalent qualification (preferred). Excellent

spoken English communication

skills (US accent neutral preferred). Willingness to work in

rotational US shifts .

Required Skills & Competencies Strong communication, listening, and customer engagement skills. Persuasion and objection-handling abilities. Problem-solving mindset with attention to detail. Comfortable working with

conversion-driven KPIs . Basic computer proficiency and familiarity with CRM tools. Prior experience in

HVAC, home services, or US voice processes

is an added advantage.

Work Schedule & Shift Details Working Days:

5 days a week Shift Type:

Rotational shifts Shift Duration:

9hours per shift Process:

US HVAC – Inbound & Outbound Calling

Performance Expectations High conversion and booking accuracy. Strong adherence to quality, compliance, and attendance. Ownership of end-to-end inbound and outbound call outcomes. Consistent improvement through feedback and coaching.

Interested? Apply Here : https://forms.gle/ZcPdkuNLo4BLDezP9