Commercial HVAC customer service representative job description
A commercial HVAC customer service rep takes service requests from the people who run buildings: facility teams, school districts and property managers. They log each request against the right building and unit, collect the purchase order, check the service agreement and book planned maintenance. They follow each work order until the client says it's done.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, HVAC and plumbing contractors · BLS, May 2025
HVAC - Commercial - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Operations
Reports to:
[Operations Manager or Office Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
This role is pivotal in ensuring exceptional customer experiences within our Commercial HVAC services. The Customer Service Representative is responsible for scheduling service appointments, addressing client questions, and efficiently resolving complaints, thereby enhancing customer satisfaction and supporting operational excellence.
2. Essential Duties and Responsibilities
Schedule service appointments accurately and coordinate with field technicians.
Respond to client inquiries via phone, email, and live chat with professionalism.
Handle customer complaints effectively, ensuring timely and satisfactory resolutions.
Maintain up-to-date records of service interactions and customer feedback.
3. Key Tasks / Daily Activities
Answer and manage a high volume of client calls and inquiries.
Efficiently schedule appointments and update service calendars.
Follow up with clients regarding service outcomes and satisfaction.
Escalate unresolved issues to management while ensuring accurate documentation.
High school diploma or equivalent; some college coursework preferred.
Minimum of 1-2 years of customer service experience in a fast-paced environment.
Strong verbal and written communication skills.
Proficiency in using scheduling software and Microsoft Office suite.
Excellent problem-solving and conflict resolution abilities.
6. Preferred Experience
Previous experience in the Commercial HVAC or related home services industry.
Background in property management or facility services is an asset.
Familiarity with HVAC terminology and processes.
Experience working in a customer-centric, high-volume service environment.
7. Physical Requirements
Ability to sit for extended periods at a desk.
Occasional lifting of items up to 25 lbs.
Ability to work in a busy office setting with moderate ambient noise.
Adept at multi-tasking and working in a dynamic environment.
8. Work Environment and Schedule
Standard office hours: Monday - Friday, 8 AM to 5 PM.
Occasional overtime during peak service periods.
Primarily office-based with periodic on-site visits as needed.
Minimal travel requirements.
9. Compensation and Benefits
Competitive hourly rate: $15 - $20 per hour based on experience.
Performance-based bonus opportunities.
Comprehensive Health, Dental, and Vision insurance plans.
401(k) plan with company match and additional fringe benefits.
10. Company Culture and Overview
We foster a culture of integrity, collaboration, and continuous improvement.
Our team is dedicated to professional growth and open communication.
We value diversity and inclusivity, ensuring each team member can thrive.
Join a company committed to excellence and making a positive impact on our community.
11. How to Apply
If you meet the above criteria and want to be part of a growth-oriented company focused on customer satisfaction, please send your resume to [INSERT EMAIL HERE] or apply online at [INSERT WEBSITE LINK HERE].
Need help filling this role? HireBus posts the ad, Iris interviews every applicant by phone before you do, and you decide who to hire. Start hiring now
A residential CSR talks to the person who owns the furnace. A commercial CSR works for facility teams and property managers, and almost every request has a contract or a purchase order behind it.
Every request needs a work order and a PO
Commercial clients send work by phone, by email and through their own portals, such as ServiceChannel or Corrigo. Many requests carry a purchase order number and a not-to-exceed amount, the most the client will spend before you ask again. Miss either one and the invoice can bounce back from the client's accounts payable team. The CSR gets both before the tech heads out.
The service agreement sets the clock
Many clients sign a service agreement that lists the covered buildings and equipment, the planned maintenance visits, and how fast you promise to respond. The CSR checks it before booking. A down rooftop unit at a covered store may need a tech the same day. A building with no agreement gets the next open slot and your regular rates.
One client, many buildings and units
A school district or a retail chain may have dozens of sites and far more units. Callers give a store number or say the gym roof unit, not a home address. The CSR ties each call to the correct site and unit tag, so the tech brings the right parts and the repair history stays with the unit.
Booking around the building's hours
Offices, stores and schools are full during the day, so shutdowns and roof work often happen early, late or on weekends. The CSR confirms keys, escorts and a site contact. Schools add rules on who may enter. Florida, for one, requires a fingerprint check on contractors who work at a school while students are there. Some are exempt, such as workers kept under direct supervision. Check your own state and district. Source: Florida Statutes section 1012.467: Noninstructional contractors on school grounds.
Complaints travel up the client's chain
A homeowner with a complaint calls you. A facility manager with a complaint may tell a regional director, and the agreement comes up for renewal next year. The CSR logs each complaint against the work order, tells the account owner that day, and follows up until the client agrees it's fixed. Repeat misses at one site put the renewal at risk.
How much commercial HVAC customer service representatives make
Customer service representatives who work for plumbing, heating, and air-conditioning contractors earned a median of $22.22 an hour ($46,210 a year) in May 2025, according to the Bureau of Labor Statistics. That’s above the $44,770 median for customer service representatives in all industries. About 16,240 of the 2,595,750 customer service representatives in that survey work for HVAC and plumbing contractors.
Hourly pay with overtime. A bonus may be tied to client feedback scores or to work orders closed on time.
HVAC and plumbing contractors
$46,210$46,210 median Middle half $39,810–$54,050 10th–90th $36,810–$62,760
All industries
$44,770$44,770 median Middle half $36,870–$51,780 10th–90th $31,750–$63,590
$20k$30k$40k$50k$60k$70k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
HVAC and plumbing contractors
$36,810
$39,810
$46,210
$54,050
$62,760
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS reports HVAC and plumbing contractors together, residential and commercial. Post a real range for your market in the ad.
The pay line in the template above is an example from our Role Blueprint. Set yours from these figures and what local companies pay.
Skills to hire for, and what you can teach
Hire for these
Keeps dozens of open work orders moving without losing one
Writes short, clear emails a busy facilities team will read
Reads a service agreement and finds what it covers
Stays polite and firm when a client wants a tech right now
Enters PO numbers, site addresses and unit tags without errors
Your service agreement terms and response promises
Client work order portals and how each client wants updates
How your software turns a finished work order into an invoice
Site access rules for schools and secured buildings
Commercial CSRs book work in a field service platform, for example ServiceTitan, BuildOps or Simpro. Many also log in to client portals like ServiceChannel or Corrigo to accept and close work orders, so list every system the job touches, since each one means a separate login and more training.
Commercial HVAC customer service representative interview questions
They have their own page: 6 questions that test this job, what strong and weak answers sound like, and a work exercise to run with your finalists.
Commercial HVAC customer service representative KPIs
Base each goal on recent months and on your client mix, and check progress with the CSR monthly. A few large accounts can swing every number below.
Customer Satisfaction Rating
Scores from facility managers after closed work orders and at account reviews. Track them by client as well as by CSR, since one unhappy multi-site account can drag the whole average down.
Appointment Scheduling Accuracy
Share of visits booked for the right site, unit, access window and technician skill. Count work orders that had to be rebooked or sent back because a detail was wrong, and review the misses weekly.
First Contact Resolution Rate
Share of requests the CSR closes on the first call or email, with no follow-up or hand-off. Count by ticket in your software rather than by phone call, since commercial clients often email.
Client Callback Percentage
Share of requests where the client had to call or email again to chase the same issue. Tag repeat contacts in your software, and track technician return trips as a separate number.
Career path
Property management or front desk roleLearns work orders, tenants and building contacts.
Customer service representativeBooks service, tracks POs and keeps clients posted.
DispatcherAssigns technicians across sites to meet agreement response times.
Office managerRuns billing, contracts and the office staff.
Commercial HVAC customer service representative FAQ
What does a commercial HVAC customer service representative do?
Booking is only part of it. A commercial CSR also answers billing questions from the client's accounts payable team. They send visit notes and maintenance reports, and close jobs in client portals. They book each agreement's planned visits. When the same unit keeps failing, they flag it so a sales rep or service manager can follow up.
How much does a commercial HVAC customer service representative make?
Customer service representatives who work for plumbing, heating, and air-conditioning contractors earned a median of $22.22 an hour ($46,210 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $39,810 and $54,050 a year. Pay also depends on your local market, experience and overtime.
What is a not-to-exceed amount on an HVAC work order?
It's the most the client has approved for a service call. If the technician finds a bigger problem, like a failed compressor, the CSR or service manager sends a quote and waits for written approval or a new purchase order before the work goes ahead. Show the amount on the work order so the tech sees it on site.
How is a commercial HVAC CSR different from a dispatcher?
The CSR takes the request, checks the agreement and the PO, and keeps the client informed. The dispatcher picks the technician and plans each tech's day across sites. Smaller shops often give both jobs to one person. When work orders pile up, splitting them lets the CSR stay on the phone and the dispatcher stay on the board.
What background makes a good commercial HVAC CSR?
Property management, facility services, or the office of another commercial trade. People from those jobs already know work orders, POs and tenant complaints. That's why the template lists them as a plus. A home services call center background works too. Expect to teach that the caller often isn't the one who approves the bill.
Who handles commercial HVAC calls after hours?
Nights and weekends often go to a call service, or to a phone that rings the tech on call. The CSR takes over in the morning. They log the overnight calls, chase missing POs, and update clients and portals. Each agreement should say which problems are worth a night call-out, so overnight calls get the same answer every time.
Customer Service Representative in other industries
