Service Agent I - HVAC

Duties And Responsibilities

• Receive, record, and dispatch incoming service requests from customers.
• Identify the appropriate technician and schedule work to balance productivity with prompt, effective customer service.
• Answer incoming calls with a warm, professional demeanor and act as a liaison between customers and field technicians.
• Call customers to set, confirm, and reschedule appointments while maintaining preventative maintenance schedules.
• Procure job-related materials from vendors and coordinate delivery or pickup to support timely job completion.
• Ensure technicians return completed paperwork in a timely manner and review work orders for accuracy.
• Finalize work orders and prepare them for accurate customer invoicing.
• Absorb and review weekly accounts receivable reports and support collections efforts as needed.
• Handle full-cycle invoicing from creation through completion.
• Maintain refrigerant management documentation and assist with technician truck stock inventory.
• Provide superior customer service to both internal teams and external clients.
• Perform other duties as assigned to support the Service Department.

Requirements/Qualifications

• Experience: 1–3 years of experience in customer service, dispatching, administrative support, or inside sales (HVAC, mechanical, or service industry experience is a strong plus).
• Education: High school diploma or GED required; associate degree or some college coursework preferred.
• Certifications/Licenses: Valid driver's license not required for this office-based role.
• Physical Demands: Primarily sedentary office work with extended computer and phone use; occasional light lifting.

Skills

• Excellent verbal and written communication skills with a warm, professional phone presence.
• Strong organizational and multitasking abilities; ability to manage multiple service calls and priorities effectively.
• Customer service orientation with a focus on responsiveness and problem-solving.
• Proficiency in Microsoft Office (especially Outlook, Word, and Excel) and comfort learning new software systems.
• Attention to detail and accuracy when processing work orders and invoicing.
• Ability to work collaboratively with field technicians, Service Managers, and customers in a team environment.

Benefits

Competitive compensation based on experience and level.
Comprehensive benefits including medical, dental, and vision coverage, plus HSA options with employer contributions in select plans, and company-paid basic life and accidental death & dismemberment insurance.
Paid time off, holiday pay, and a 401(k) retirement savings plan to support your long-term financial well-being.
Professional development through hands-on training, mentorship, and clear career advancement paths across our nationwide operating companies.
Inclusive, supportive culture that values diversity, dignity, respect, collaboration, integrity, and personal fulfillment—empowering you to build a rewarding, long-term career.