Customer Service Representative (CSR) - HVAC Services

Position Overview

Customer Service Representative (CSR) – HVAC Services. East Texas Refrigeration (ETR) is seeking a friendly, organized, and customer-focused professional to be the first voice our customers hear and help keep our service operations running smoothly. If you enjoy helping people, staying organized, and thriving in a fast-paced environment, this is the role for you. You’ll work closely with our Service Manager, Dispatcher, and Technicians to schedule service calls, assist customers, and ensure an exceptional experience from first contact to final invoice. Location: Longview, TX On-site. Schedule: Monday–Friday, 8:00 AM–5:00 PM; extended hours and occasional Saturdays during peak seasons. Salary: $15–$20 per hour, based on experience. About East Texas Refrigeration (ETR): With a legacy in residential and commercial HVAC and refrigeration services since 2016 in Longview – and since 1980 in Tyler – we pride ourselves on dependable, high-quality work and a supportive, team-first culture. Please Note: To ensure efficient service to our clients, please refrain from phone calls or office visits regarding application status; only selected candidates will be contacted for interviews.

Key Responsibilities

• Answer incoming calls and emails with professionalism and a helpful attitude
• Schedule service calls and appointments efficiently
• Coordinate with dispatch and the ESA Coordinator to track technician availability
• Greet and assist customers who visit the office
• Enter and maintain accurate customer and service records in company software
• Follow up with customers to confirm satisfaction and resolve any concerns
• Process payments and handle billing questions
• Prepare and send invoices and customer communications
• Handle customer issues calmly and professionally, escalating when needed
• Collaborate with technicians and management to support daily operations
• Maintain a clean, organized front office
• Perform other duties as assigned by the Service Manager or General Manager

Required Qualifications

• High school diploma or equivalent
• Customer service experience (experience in HVAC, trades, construction, or service industry preferred)
• Experience with Service Titan or other field service management software
• Strong phone etiquette and clear written communication skills
• Ability to multitask and prioritize in a fast-paced environment
• Comfortable using computers, CRM systems, and Microsoft Office
• Willingness and ability to learn HVAC/service management software
• Highly organized with strong attention to detail
• Positive attitude and a genuine desire to help customers
• Flexibility to work extended hours or Saturdays during peak seasons

Benefits & Perks

• Weekly direct deposit
• Full benefits package: medical, dental, vision, life insurance
• Short- and long-term disability
• 401(k) with company match (4% match when you contribute 6%)
• Up to 20 days PTO plus paid holidays
• Stable company with 45+ years in business
• Supportive, team-first culture