Looking for a change? Join our team and be the first voice our customers hear.

Ready to elevate your career? Willard Heating and Cooling is looking for a Customer Service Representative (CSR) who’s confident, caring, and committed to delivering a top-tier customer experience. As the frontline of our company, you’ll play a critical role in helping customers get the service they need—fast, friendly, and hassle-free.

In this role, you’ll be making outbound calls, schedule service appointments, and act as the bridge between our customers and field technicians. You’ll be part of a team that values professionalism, communication, and trust—and you’ll help create lasting impressions every single day.

Why Join THIS Team? 

• Medical, Prescription, Dental, Vision Insurance
• Disability and Term Life Insurance 
• Matching 401(k)
• On-going training & development and growth advancement opportunities 
• Paid Holidays 

• Paid Time Off (PTO) 

What You Will Do:

• Make outbound calls to customers for tune-ups, follow-ups, and promotional offers
• Follow scripts and workflows to maximize call performance and conversions
• Log calls, outcomes, and updates in Service Titan
• Occasionally communicate clearly with field teams to schedule and confirm appointments
• Manage customer and technician schedules
• Renew and manage maintenance agreements
• Build relationships with customers and provide top-level service and support
• Maintain accurate and detailed records of customer needs, requests, and tasks performed
• Appropriately handle and de-escalate customer complaints and concerns
• Communicate clearly with dispatchers and technicians to ensure smooth workflow
• Handle questions, concerns, or follow-up calls with professionalism and care
• Represent our brand with a positive attitude and attention to detail

What You Need:

• High school diploma or equivalent
• Valid Driver’s License
• 1+ year minimum of previous outbound calling or customer service experience (call center, dispatch, etc.)
• Ability to clear background check and drug screening
• Understanding of HVAC, plumbing, or electrical services (a big plus!)
• Strong attention to details
• Conscientious team player
• Experience with MS Office products (preferred)
• Experience with Service Titan (preferred)
• Honesty, integrity, and a good attitude

Job Type: Full-time 

Salary: $16.00-$19.00/hour - bonus/commission opportunities (experience dependent)

Location: Remote 

Who WE Are:

Willard Heating and Cooling is a trusted HVAC and plumbing company, specializing in providing top-notch heating, ventilation, air conditioning, and plumbing services. Known for its reliable and efficient solutions, Willard Heating and Cooling offers installation, maintenance, and repair services to both residential and commercial customers.

Whether it's a new HVAC system, plumbing repair, or routine maintenance, their team of experienced technicians ensures comfort, reliability, and energy efficiency. With a strong commitment to quality and customer satisfaction, they have earned a reputation as a go-to choice for all heating, cooling, and plumbing needs.

If we sound like a company you would like to join for a long-term career, apply today!