Remote Customer Service Representative
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Job Title: Remote Customer Service Representative (100% Work From Home)
Our Client is a rapidly growing HVAC service provider dedicated to serving residential and commercial customers across the United States. Operating as an agile, fast-moving startup, they focus on building a tight-knit team of high performers where every individual’s efforts have a direct, visible impact on corporate scaling. They cultivate a collaborative, metrics-driven environment tailored for individuals seeking long-term professional development rather than a standard clock-in routine.
The Role
Our Client is seeking a confident, sales-minded, and highly organized Customer Service Representative (CSR) to act as the primary voice of the brand. This phone-forward position requires an individual who can seamlessly blend empathetic communication with tactical appointment setting. The successful candidate will focus heavily on converting inbound inquiries into confirmed field service appointments, maintaining a fully optimized technician schedule, and proactively positioning the firm's premium maintenance memberships (Comfort Club). Additionally, due to the lean startup infrastructure, the professional will provide strategic, light dispatch support to maximize daily operational efficiency.
Key Responsibilities
Inbound Conversion & Appointment Setting
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Manages high-volume inbound customer calls promptly, professionally, and with an acute sense of urgency.
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Translates immediate customer inquiries and technical concerns into booked HVAC service appointments.
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Strategically schedules field jobs based on real-time technician availability, geographic proximity, and specific client needs.
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Maximizes service profitability by pitching, handling objections for, and consistently selling premium maintenance memberships to eligible callers.
Data Integrity & Operational Support
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Logs every inbound interaction, reservation status change, and critical follow-up requirement accurately within the corporate CRM.
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Adheres to structured call scripts and internal communication workflows while maintaining a natural, rapport-building conversational style.
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Provides vital, secondary operational assistance via light dispatching—coordinating and reviewing the daily schedule for the technician team.
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Flags high-friction or complex maintenance issues promptly and escalates them to the appropriate leadership channels when necessary.
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Partners with operations management by providing ongoing feedback to continuously refine phone scripts and pipeline workflows.
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Experience: 2+ years of documented success in customer service, inside sales, appointment setting, or fast-paced call center environments.
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Language Integration: Elite verbal and written English communication skills, characterized by a clear, friendly, and authentic phone presence tailored for US consumers.
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Sales Capabilities: Solid comfort executing basic soft-closing sales strategies, introducing subscription structures, and handling pricing objections calmly without appearing pushy.
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Technical Agility: High technical aptitude with the ability to quickly master new software, interface protocols, and digital diagnostic tools.
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Organizational Discipline: Exceptional self-direction and time-management habits, maintaining absolute accuracy in data entry while working independently from home.
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Workplace Infrastructure: Ownership of a dedicated, reliable computer setup, a professional noise-canceling headset, and a stable, high-speed internet connection.
Preferred Qualifications
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Prior customer support, sales, or appointment-setting experience supporting a US residential trades platform (HVAC, plumbing, electrical, or contracting services).
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Direct hands-on experience utilizing Housecall Pro or identical field service management (FSM) software.
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Proven track record of meeting or exceeding performance metrics tied to service membership retention or maintenance plan sales.
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Incentivized Compensation: Competitive baseline hourly wage paired with an uncapped, direct-impact bonus structure ($2 USD per booking / $10 USD per membership) allowing high performers to significantly maximize their earning capacity.
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High-Impact Culture: Join an agile, close-knit startup team where hard work is immediately recognized, rewarded, and critical to corporate expansion.
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Professional Growth: Direct exposure to advanced operational structures, field dispatch workflows, and performance-based professional development.
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100% Remote Infrastructure: Reliable full-time hours executed from the comfort of a home office in Mexico.
Application Disclaimer: Please Read Before Proceeding
To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.
Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.
Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.
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We appreciate your interest and look forward to reviewing your application!