Customer Service Representative.

Customer Service Representative (Inbound & Outbound Voice Process) - HVAC | In-office (Mohali Sector - 67)

Position Summary

We are seeking a Customer Service Representative – Inbound & Outbound (HVAC Process) to handle all inbound and outbound customer calls related to HVAC services across different regions of the United States. The role involves managing paid and organic inbound calls, booking HVAC jobs, making outbound calls to customers, providing information, scheduling appointments, promoting and selling membership plans and ensuring accurate data capture, coordinating technician dispatch while ensuring a high standard of customer experience and conversion efficiency. You will be required to handle outbound and inbound calls as per business requirements.

This role requires strong communication skills, ownership of outcomes, and adherence to defined processes and quality benchmarks.

The ideal candidate must be confident in English and comfortable handling US customers over calls.

Location: Mohali Sector-67, India

Shift: Rotational Night Shift (9:30 hours shift)

Working Days: 5 Days Working (as per Roster)

Key Responsibilities

Inbound Call Management

• Handle all inbound HVAC-related calls, including:

• Paid marketing calls

• Organic/free inbound calls

• Service inquiries related to repair, maintenance, installation, and follow-ups

• Understand customer requirements and provide accurate information as per SOPs.

Job Booking & Conversion Ownership

• Book HVAC service jobs on all eligible inbound calls.

• Maintain maximum possible conversion, with an expectation of near 100% booking on qualified calls, except when:

• Customer does not meet predefined eligibility criteria

• Service is unavailable in the customer’s location

• Pricing or operational constraints apply

• Accurately capture customer details, service needs, and appointment preferences.

• Outbound Cold Calling (Appointment Setting)

• Make outbound cold calls to:

• Set service appointments

• Generate new sales opportunities

• Follow call scripts while adapting naturally

• Maintain call volume and discipline

Dispatch & Technician Coordination

• Coordinate with technicians and dispatch teams to assign and schedule jobs efficiently.

• Share complete and accurate job details to ensure seamless field execution.

• Handle appointment confirmations, reschedules, and updates as required.

Customer Experience & Communication

• Deliver a professional, empathetic, and confident customer experience on every call.

• Address objections, concerns, and queries effectively to support booking outcomes.

• Clearly communicate service expectations, timelines, and next steps.

System Updates & Documentation

• Update CRM and internal systems with accurate call notes, booking status, and customer information.

• Ensure data accuracy for reporting, billing, and quality audits.

• Follow defined call scripts, HVAC guidelines, and compliance standards.

Quality, Performance & Compliance

• Meet defined conversion targets, quality scores, and attendance benchmarks.

• Participate in call audits, coaching sessions, and performance reviews.

• Implement feedback to continuously improve call handling and booking efficiency.

Training & Team Collaboration

• Attend regular training sessions, refreshers, and process updates.

• Coordinate with QA, operations, dispatch, and leadership teams.

• Adapt to process changes, campaign updates, and client requirements.

Eligibility Criteria

• Graduate or equivalent qualification (preferred).

• Excellent spoken English communication skills (US accent neutral preferred).

• Willingness to work in rotational US shifts.

Required Skills & Competencies

• Strong communication, listening, and customer engagement skills.

• Persuasion and objection-handling abilities.

• Problem-solving mindset with attention to detail.

• Comfortable working with conversion-driven KPIs.

• Basic computer proficiency and familiarity with CRM tools.

• Prior experience in HVAC, home services, or US inbound processes is an added advantage.

Work Schedule & Shift Details

• Working Days: 5 days a week

• Shift Type: Rotational shifts

• Shift Duration: 9:30hours per shift

• Process: US HVAC – Inbound & Outbound Calling

Performance Expectations

• High conversion and booking accuracy.

• Strong adherence to quality, compliance, and attendance.

• Ownership of end-to-end inbound call outcomes.

• Consistent improvement through feedback and coaching.