HVAC Customer Service Representative Lead, Innovate, and Grow with Us at Comfort Systems of Montana! Are you ready to be at the heart of transformation? Comfort Systems of Montana is on the hunt for a standout HVAC CSR who's not just looking for a job, but a mission. A mission to be on the front lines solving problems, offering solutions, and bridging the gap between our customers and our service technicians as we undergo tremendous growth and expansion! This isn't just a role; it's your stage to foster exceptional service standards for both residential and commercial clients, embodying our mission to set the HVAC standard through cutting-edge solutions and unwavering commitment to customer service excellence. Since 1999, Comfort Systems of Montana has served Bozeman, Montana and the surrounding communities. We are a veteran-owned and local family business with a phenomenal team of licensed professionals that design, install and service residential and commercial heating and cooling systems. We stand on performance and value, which is why our systems are efficient, reliable, affordable and we can guarantee satisfaction every time. If you want to be part of something bigger than just a job - make this career move and find exactly what you're looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct impact on the success of the company. We believe in the power of growth, not just for our business, but for every individual that joins us because we know that we can only reach the stars when we lift each other up. If you're ready to lead, inspire, and make a real difference, your opportunity is here! Let's grow and win together, creating a future that's as bright as your ambition.
Our Mission:
Setting the standard in the HVAC industry by delivering unparalleled quality, technology, and customer service excellence.
Our Vision: Be the household name and only logical, choice for HVAC in the Gallatin Valley.
Our Core Values:
Inspirational: Everything that we do is bigger than us. We don't show up to work every day JUST for ourselves, we show up to make our team more impactful, create the best solutions for our customers and to chase our potential.
Disciplined: We do the things we say we are going to do. Without exception. Discipline starts at the individual level, so we train every day in order to continue learning and growing.
Accountable: We hold ourselves and our teams accountable to their goals because we know that true growth doesn't happen by accident. Extreme accountability yields extraordinary results.
Transparent: We have big goals, and we are moving quickly. Our team has transparency into the priorities of our clients, teams, and organization to prioritize the work that gets closer to our goals.
Aligned: We only hire growth-oriented individuals because we know that our business can't grow if our people aren't growing. Then we align our business goals with every team member's personal, professional and financial goals - when our team wins, the company wins.
GSD: We get sh*t done.
Key Responsibilities: Customer Interaction Management:
- Serve as the primary point of contact for all inbound customer inquiries via phone, email, and text.
- Provide clear, professional communication regarding service timelines, pricing expectations, and next steps.
- Create and maintain a positive, solutions-oriented customer experience.
- Confirm appointments and follow up with customers before and after service calls.
- Collect customer feedback and manage review requests as appropriate.
- Outbound calls to schedule preventative maintenance and book out our service techs.
- Scheduling & Dispatch:
- Utilize our CRM, ServiceTitan to schedule service calls, installations, maintenance visits, and emergency appointments.
- Dispatch technicians in real time, ensuring optimal routing and minimal downtime.
- Balance technician skillsets, availability, and geographic efficiency when building daily schedules.
- Monitor technician status throughout the day and adjust schedules as needed.
- Communicate delays or schedule changes proactively to customers.
- Ensure same-day service opportunities are maximized when capacity allows.
- Preventative Maintenance Program Management:
- Schedule all preventative maintenance (PM) customers in accordance with seasonal targets.
- Build and maintain rolling maintenance call lists to ensure 100% agreement fulfillment.
- Proactively contact maintenance members to secure appointments ahead of peak seasons.
- Track agreement renewals, expirations, and upsell opportunities.
- Coordinate technician capacity to prioritize maintenance during shoulder seasons.
- Assist in growing and retaining the maintenance membership base.
- Data Management & Reporting:
- Accurately enter and maintain customer records in ServiceTitan.
- Track KPIs including booking rates, maintenance conversion, average ticket, and technician utilization.
- Generate reports to inform management on scheduling efficiency, customer trends, and revenue performance.
- Maintain accurate call types, tags, and job documentation for reporting integrity.
- Issue Resolution & Escalation:
- Address customer concerns or complaints with professionalism and urgency.
- De-escalate situations while protecting company standards and policies.
- Escalate technical or complex issues to management when necessary.
- Ensure all service recovery actions are documented and closed out properly.
- Revenue & Opportunity Capture:
- Identify opportunities to convert inbound calls into booked appointments.
- Support technicians by properly setting expectations and gathering job details prior to dispatch.
- Assist in follow-up on unsold estimates and open opportunities.
- Support marketing campaigns by scheduling promotional calls and seasonal specials.
- Quality Control & Process Improvement:
- Review daily dispatch performance and technician productivity.
- Identify scheduling inefficiencies and recommend improvements.
- Maintain call scripts and ensure consistent communication standards.
- Participate in ongoing ServiceTitan training and process development.
- Collaboration & Integration:
- Work closely with Service Managers, Install Coordinators, Sales, and Billing to ensure seamless operations.
- Coordinate with accounting to verify billing accuracy and payment collection.
- Support marketing initiatives with outbound campaigns and customer outreach.
- Contribute to weekly meetings with scheduling metrics and performance updates.
Education & Experience:
5 years of related experience and/or training in customer service, dispatching, or project management, or an equivalent combination of education and experience is preferred.
Knowledge of the industry is recommended but not required, High school diploma or general education degree, (GED).Proficient computer skills are required.
Advanced level knowledge of computer and software technologies, such as iOS, Windows OS, CRM Software, Service Titan, Office 365, Word, and Excel.
Candidate Profile:
A self-starting highly motivated and goal-oriented individual.
Excellent attention to detail with emphasis placed on quality.
Very organized with a systematic approach to achieving accuracy and efficiency.
Well-developed interpersonal skills.
Professionally and technically competent.
Confident, assertive, ethical, and ambitious.
Analytical with the ability to examine issues from multiple viewpoints while multitasking.
Team player- works well with others.
CSRs can advance to any position within the Company provided the employee shows continued interest in learning and has completed the required training for advancement.
Benefits & Culture:$18-$25 DOE hourly plus commissions and performance bonuses. Real income opportunity!
On-going training and personal development.
Health Plan.
Dental Plan.
Vision Service Plan.401K Plan.
