Client Care Representative (Remote)

Client: One Hour Heating & Air Conditioning
Location: Remote
Salary: USD 1,200 – 1,500 / month

ABOUT THE CLIENT

One Hour Heating & Air Conditioning is a leading HVAC service provider in the United States, delivering residential heating and cooling solutions with a strong focus on punctuality, reliability, and customer satisfaction. Their operations rely heavily on efficient scheduling, strong customer communication, and excellent service coordination between clients and technicians.

ROLE OVERVIEW

The Client Care Representative (CCR) is the first point of contact for customers and plays a critical role in converting inquiries into booked appointments, coordinating technician schedules, and ensuring a smooth customer experience from first contact to service completion.

This is an active operations and conversion role, not just call handling. The CCR is expected to manage inbound and outbound communications, support dispatch operations, maintain accurate CRM data, and proactively help keep technician schedules full and efficient.

KEY RESPONSIBILITIES

1. Customer Communication & Call Handling

• Manage inbound calls, texts, and emails using approved greetings and scripts
• Deliver a professional, calm, and customer-focused phone experience
• Handle customer inquiries efficiently and professionally
• Provide service information and guide customers through next steps

2. Appointment Booking & Conversion

• Convert incoming inquiries into booked service appointments
• Educate customers on services and maintenance plans
• Confirm appointments and reduce cancellations or no-shows
• Support efficient daily booking volume

3. Dispatch & Schedule Coordination

• Assist with dispatch and technician job routing
• Optimize schedules to maximize technician utilization
• Notify customers about delays or schedule adjustments
• Maintain clear communication with technicians regarding job details

4. Customer Follow-Up & Retention

• Conduct outbound follow-ups with existing and membership customers
• Confirm customer satisfaction after service visits
• Support repeat business and long-term customer retention

5. CRM & Operational Administration

• Maintain accurate customer and scheduling data in ServiceTitan
• Assign operational tasks and incoming emails appropriately
• Update contact, service, and payment information
• Coordinate workflows across internal tools and communication systems

REQUIRED QUALIFICATIONS

• 2+ years experience in customer service, call center, dispatch, or inside sales roles
• Strong phone presence and verbal communication skills
• Ability to multitask across calls, scheduling, and systems simultaneously
• Organized, reliable, and detail-oriented
• Comfortable working in fast-paced, service-oriented environments
• Ability to work remotely with accountability and consistency

TECHNICAL & SOFTWARE SKILLS

• Experience with CRM and dispatch platforms (ServiceTitan preferred)
• Call and messaging systems such as RingCentral or similar
• Google Workspace (Gmail, Calendar, Docs, Sheets)
• Internal communication platforms such as Slack or Teams
• Ability to quickly learn new systems and tools

IDEAL CANDIDATE PROFILE

• Conversion-focused and customer-oriented
• Calm and professional under pressure
• Organized and proactive in schedule management
• Comfortable balancing calls, dispatch, and administrative tasks
• Results-driven with strong accountability