Customer Service Representative

Mechanical Group is seeking a highly organized and customer-focused Customer Service Representative (CSR) to support our growing HVAC-R operations in Las Vegas, NV. This role is ideal for an experienced professional who thrives in a fast-paced service environment, communicates confidently with customers, and understands the importance of organization, urgency, and professionalism.

About the role

You will serve as a key point of contact for customers and field operations, helping coordinate service requests, maintain scheduling accuracy, and ensure an exceptional customer experience from start to finish. This position plays a critical role in supporting the daily success of our service department.

You will join a rapidly expanding HVAC-R platform that prioritizes operational excellence, customer satisfaction, and team collaboration. This role offers the opportunity to work closely with leadership and field teams while helping support high-level commercial service operations across multiple markets. Your professionalism, communication skills, and organization will directly impact customer retention and operational efficiency.

Responsibilities

• Provide exceptional customer service and phone support for incoming service requests and customer inquiries.
• Coordinate scheduling and dispatch support using ServiceTitan.
• Communicate effectively with technicians, customers, and internal teams to ensure smooth service operations.
• Maintain accurate customer records, notes, and scheduling information within company systems.
• Handle high call volumes professionally while maintaining a positive and solution-oriented attitude.
• Assist with administrative support tasks including work order updates, customer follow-ups, and service coordination.
• Ensure customers receive timely updates regarding appointments, scheduling, and technician arrival times.
• Support field operations by helping maintain organized communication between office and field teams.

Requirements

• Minimum of 5 years of experience using ServiceTitan in a service-based environment.
• Strong customer service and phone communication skills.
• Highly organized with strong attention to detail and multitasking abilities.
• Comfortable handling high call volumes and fast-paced workflows.
• Professional demeanor with confidence speaking to customers and field staff.
• Strong computer and data entry skills.
• Ability to work independently while supporting a collaborative team environment.

Preferred Qualifications

• Previous experience in HVAC, plumbing, mechanical, or service-related industries preferred.
• Dispatching or scheduling experience is a plus.
• Experience supporting commercial service operations preferred.

Pay

Competitive hourly pay ranging from $19 – $24 per hour based on experience.

Benefits

• Medical, dental, and vision insurance options.
• 401(k) retirement savings program.
• Paid time off including holidays and vacation.
• Stable full-time schedule with long-term growth opportunities.
• Supportive and team-oriented work environment.

Schedule

• Monday through Friday
• 7:00 AM – 3:30 PM PST

About Us

Mechanical Group is an elite HVAC-R service platform specializing in high-demand commercial environments across California, Nevada, and Texas. We are technician-led and growth-oriented, with plans to acquire multiple companies annually through 2028. We provide the stability of a large organization with the heart and influence of a private shop.

Learn more at Mechanical Group's website.