HVAC customer service representative job description
An HVAC customer service representative answers the phone when a furnace quits or an air conditioner stops cooling. They book the visit and tell the customer what happens next. They also sell and renew maintenance plans, follow the safety script on gas and carbon monoxide calls, and sort out bills and complaints.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, HVAC and plumbing contractors · BLS, May 2025
Serve as the primary point of contact for HVAC customers, ensuring exceptional service and support. Manage appointment scheduling, answer queries, and handle customer complaints with efficiency and professionalism. Contribute to operational excellence by facilitating a seamless customer experience from inquiry to service completion.
2. Essential Duties and Responsibilities
Schedule and confirm HVAC service appointments accurately and in a timely manner.
Answer incoming customer calls and online queries, providing detailed information about services.
Handle and resolve customer complaints through effective communication and problem-solving.
Collaborate with field technicians and management to ensure service delivery meets company standards.
3. Key Tasks / Daily Activities
Respond to customer inquiries via phone, email, and chat.
Update and maintain the appointment calendar ensuring accuracy and efficiency.
Follow up with customers after service calls to verify satisfaction and address any lingering issues.
Liaise with HVAC technicians to confirm appointment details and scheduling changes.
4. Key Performance Indicators (KPIs)
Appointment scheduling accuracy: 98% or higher.
First call resolution rate: 90% or greater.
Customer satisfaction rating: >4.8 stars.
Complaint resolution time: <24 hours from initial contact.
5. Required Qualifications and Skills
High school diploma or equivalent required; some college coursework preferred.
Minimum of 1-2 years of customer service experience, preferably in home services.
Strong communication and problem-solving skills with a customer-focused mindset.
Proficiency in using scheduling software and CRM systems.
6. Preferred Experience
Experience working in the HVAC or home services industry.
Previous exposure to appointment scheduling and managing high call volumes.
Demonstrated ability in handling challenging customer interactions.
Familiarity with CRM and HVAC management software.
7. Physical Requirements
Ability to handle extended periods of sitting and computer work.
Occasional need to lift light materials (up to 10 lbs) for administrative tasks.
May require standing during busy periods or customer-facing interactions.
Primarily office-based with potential visits to field locations as required.
8. Work Environment and Schedule
Typical work hours: Monday through Friday, 8:00 AM - 5:00 PM.
May include occasional extended hours during peak service seasons.
Minimal travel required between office and occasional field visits.
Fast-paced environment with a strong emphasis on teamwork and customer interaction.
9. Compensation and Benefits
Hourly wage range: $15 - $20 per hour depending on experience.
Opportunity for performance-based bonuses.
Comprehensive benefits package including Health, Dental, and Vision insurance.
Access to a 401(k) plan and other employee wellness programs.
10. Company Culture and Overview
We foster a positive, growth-oriented environment where every team member is empowered to excel.
Our culture emphasizes collaboration, transparency, and a commitment to customer satisfaction.
We value continuous learning and provide opportunities for professional development.
Join us and be part of a company where your contributions make a tangible impact on our success and 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].
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Every CSR answers questions and books appointments. In HVAC, the caller is often too hot, too cold, or worried about safety, and the booking itself is a sale.
The booking is the sale
Many callers try more than one shop, so HVAC companies track booking rate. That's the share of calls that turn into booked jobs. Each call your CSR books is work you already paid for with your ads. Calls change with the weather, so compare a CSR with the same season last year, not with a slow week in April.
A gas smell stops the booking
If a caller smells gas, the CSR tells them to get out of the house and call the gas company or 911 from outside. Connecticut's utility regulator, for example, also says not to flip light switches or touch the thermostat. The CSR books nothing until the caller is safe. Write your script from your own gas utility's instructions. Source: Connecticut PURA: What to do if you smell natural gas.
Carbon monoxide alarms go to 911 first
A carbon monoxide alarm that is going off is an emergency, not a repair. Oregon's state fire marshal says to get everyone outside, call 911 from outside, and stay out until responders say it's safe. The CSR should say that plainly. Once the home is cleared, book a technician to find the source. Source: Oregon State Fire Marshal: Carbon monoxide.
Who is in the house changes the order
On a no-cool call in a heat wave, a good CSR asks if anyone at home is at higher risk. The CDC lists people 65 and older, babies and young children, and people with heart disease or asthma among those at high risk from heat. Decide ahead of time how those answers move a call up the list. Then put it in the script so every CSR asks the same way. Source: CDC: About heat and your health.
The CSR sells the maintenance plan
If you sell a maintenance plan, the CSR sells it too. ServiceTitan's sample HVAC scripts have the CSR offer the plan on incoming calls. On the follow-up call after a visit, they tell non-members what they could have saved. They also call members whose plans are about to lapse. Teach your CSRs what the plan includes, so they can answer members without a manager. Source: ServiceTitan: HVAC call scripts.
How much 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.
Usually hourly plus overtime. Some shops add a bonus for booked calls or maintenance plans sold.
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. 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
A warm, steady phone voice, even with a scared or angry caller
Typing accurate notes while listening
Following a script word for word on safety calls
Asking for the booking without sounding pushy
Staying calm when every line is ringing
Teach these on the job
HVAC terms: furnace, heat pump, condenser, air handler, ductless
The questions that tell dispatch which technician to send
Your field service software and phone system
Your maintenance plan, service fees, and price book
Your gas, carbon monoxide, and priority call scripts
HVAC CSRs book calls in field service software such as ServiceTitan, Housecall Pro, FieldEdge, or Jobber, often next to a phone system that tracks which calls booked. Name both in the ad, since a CSR who already knows them can take calls sooner.
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.
The targets in the template are examples. Track these by CSR and by season, and set targets from your own past results.
Appointment scheduling accuracy
Share of booked calls with the right job type, address, system details, and arrival window, so dispatch didn't have to call the customer back to fix them. Check a sample each week.
First call resolution rate
Share of calls where the customer's question or request was fully handled without a callback or a hand-off to a manager. Check call notes and repeat calls from the same customer.
Customer satisfaction rating
Star ratings from post-visit surveys and review comments about the phone experience, tracked for each CSR from month to month.
Complaint resolution time
Hours from the first complaint call or message to a fix the customer accepts. Log every complaint in your software so none get lost between shifts.
Career path
Customer service representativeBooks calls, sells plans, and learns every call type.
Dispatcher or lead CSRRuns the technicians' day, or coaches newer CSRs and takes the hard calls.
Call center managerHires, schedules, and coaches the phone team, and owns the call scripts.
Office managerRuns billing, permits, records, and the whole front office.
What does an HVAC customer service representative do?
They answer calls from homeowners whose heat or air isn't working. They book repair, tune-up, and estimate visits, and keep customer records up to date. They also sell and renew maintenance plans, make follow-up calls after visits, and handle billing questions and complaints. On a gas or carbon monoxide call, they follow your safety script first.
How much does an 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 questions should an HVAC CSR ask on a service call?
ServiceTitan's sample scripts ask what the problem is and how long it has been going on. They ask how old the system is, where the equipment is, and how many units there are. They also check whether the caller owns the home and who is paying. These answers help dispatch send the right tech with the right parts.
Should an HVAC CSR quote prices over the phone?
Give CSRs set prices they can quote, like your service call fee and your tune-up price. Repairs are different, since the price depends on what the tech finds. A new system should be sized for the house, so book an in-home estimate instead of guessing. Give every CSR the same short answer for callers who ask what a new system costs.
How long does it take to train an HVAC CSR?
It depends on your call types and your software. Plan for time listening to live calls with an experienced CSR, then taking calls with someone listening in, before they work alone. Teach the gas and carbon monoxide scripts on the first day. Equipment terms and the price book can come over the next few weeks.
Can HVAC CSRs work from home?
Some companies run remote CSRs on cloud phone systems and web-based field service software. It works best once a CSR knows your call types and scripts, and when a supervisor can listen to calls and coach from anywhere. Many owners keep new CSRs in the office while they learn.
What should an HVAC CSR job ad include?
Your hours, how weekend and peak-season shifts work, the software and phone system you use, and whether the job includes outbound calls for plans and follow-ups. If you offer a bonus for booked calls or plans sold, explain how it's earned. Say whether the CSR ever covers dispatch.
Customer Service Representative in other industries
