CSR - Appointment Scheduler

Daniels Heating and Air Conditioning, LLC is seeking a dependable, customer-focused Customer Service Representative (CSR) to join our growing team. The ideal candidate is a quick learner who thrives in a fast-paced environment, enjoys helping customers, and excels at multitasking.

As a CSR, you will be the first point of contact for our customers and play a critical role in delivering an exceptional customer experience. You will manage incoming calls, schedule service appointments, coordinate technician schedules, and ensure customers receive prompt, professional assistance. A positive attitude, strong communication skills, and a genuine desire to help others are essential for success in this role.

Responsibilities

• Answer incoming calls professionally and courteously while providing outstanding customer service.
• Schedule service appointments and manage appointment requests.
• Coordinate and optimize technicians' daily schedules for efficiency and customer satisfaction.
• Respond promptly to customer inquiries and voicemail messages.
• Route incoming calls to the appropriate department or team member.
• Utilize ServiceTitan to schedule appointments, update customer records, and support daily dispatch operations.
• Manage inbound and outbound customer communications through Dialpad.
• Use Lace AI call insights and coaching tools to enhance customer interactions and maintain service quality standards.
• Maintain accurate customer records and document all customer interactions.
• Collect and communicate customer feedback to management and relevant departments.
• Develop and maintain knowledge of company services, products, and procedures.
• Assist with dispatching responsibilities as needed.
• Support office operations and contribute to a positive team environment.

Qualifications

• Previous customer service, call center, dispatching, administrative, or office experience preferred.
• Excellent verbal and written communication skills.
• Professional, friendly, and customer-focused demeanor.
• Strong computer and data entry skills.
• Experience with CRM, scheduling, dispatching, or call management software preferred.
• Experience with ServiceTitan, Dialpad, or similar platforms is highly preferred.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Excellent organizational and time management skills.
• Ability to work both independently and collaboratively within a team.
• Strong problem-solving skills and attention to detail.
• Dependable, punctual, and committed to providing exceptional customer service.
• Comfortable learning and utilizing new technologies and AI-assisted tools.

Preferred Attributes

• A warm, friendly, and professional phone presence.
• Strong listening skills and empathy for customers' needs.
• Ability to remain calm and professional when handling challenging situations.
• A team-oriented mindset and willingness to support coworkers.
• Commitment to creating a five-star customer experience.
• Previous experience in the HVAC, plumbing, electrical, construction, or home services industry.

Work Schedule

• Full-time position (40 hours per week)
• Employees are scheduled based on business needs and customer demand
• Participation in a rotating on-call schedule, including evenings, weekends, and holidays, is required
• Occasional overtime may be required during peak seasons

Benefits

• Paid Holidays
• Paid Vacation
• Company Matching IRA
• Medical Insurance
• Dental Insurance
• Vision Insurance

At Daniels Heating and Air Conditioning, LLC, we are guided by family values and are committed to creating a workplace where employees can grow, succeed, and build rewarding careers. We strive to be the premier HVAC and plumbing company in Albuquerque, Santa Fe, and the surrounding communities by delivering exceptional service, quality installations, and complete customer satisfaction.

Our mission is to be the premier home comfort provider in our market by providing 100% customer satisfaction through quality workmanship, prompt professional service, and a team of highly trained, knowledgeable employees. We take pride in fostering a supportive environment where employees are valued, developed, and empowered to succeed.

If you are passionate about helping customers, enjoy working as part of a team, and are looking for an opportunity to grow with a company that values its employees, we'd love to hear from you.