HVAC - Customer Support

Job Overview
We are seeking a full-time Customer Service Liaisons to support a plumbing and heating company based in Colorado. This role serves as the primary communication bridge between customers and internal technical staff.
The ideal candidate is highly organized, calm under pressure, detail-oriented, and confident communicating customer issues clearly and accurately through internal systems. This is an account focused on customer service excellence, scheduling, and coordination.

Scope of Responsibilities
Serve as a liaison between customers and internal technical staff, primarily responsible for receiving customer concerns and accurately communicating service needs to technicians through the company’s computer system.

Minimum Job Requirements

High school diploma or GED
Preferably 3 years of experience in a customer service–focused role
Strong data entry, documentation, and communication skill
Ability to work full time and reliably during assigned shifts

Key Job Responsibilities
Answer inbound calls from customers requesting plumbing or heating services
Schedule service calls and estimate appointments
Make outbound calls for follow-ups, confirmations, and customer satisfaction inquiries
Respond to customer email s and live chat inquiries
Accurately document customer cancellations and service changes
Resolve customer issues or escalate appropriately
Follow up on open service work orders
Provide basic telephone-based solution support when applicable
Accurately and concisely enter service order details into the company’s system
Make necessary corrections to customer accounts
Participate in a rotating schedule to cover Saturday front desk support
Conduct daily scripted Customer Satisfaction Inquiries (CSI)
Actively listen, empathize, and prioritize customer needs
Perform other duties as needed to support customer satisfaction and business growth
Other Duties and Expectations
Maintain a flexible and positive attitude
Protect the confidentiality of customer and company information
Demonstrate strong teamwork and collaboration
Take ownership and accountability for assigned tasks
Remain level-headed, professional, and solution-oriented at all times

Required Skills and Qualifications
Ability to work with confidential information
Ability to work independently with minimal supervision
Strong written, verbal, and interpersonal communication skills
Demonstrated ability to communicate with customers, vendors, and internal staff
Strong attention to detail and time management skills
Ability to prioritize and multitask in a fast-paced environment
Proficiency in Microsoft Office
Working knowledge of Microsoft Excel
HVAC and/or plumbing industry experience is a plus

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