HVAC Customer Service Representative

Action Furnace - Alberta's leading residential HVAC company - is looking for experienced, customer focused professionals to join our Calgary team as Customer Service Representatives (CSRs)!

Training Hours: 8am - 4pm, Mondays to Fridays

Working Hours: Morning Shifts, Evening Shifts and Weekend Availability

Our CSRs are more than just call takers — they’re trusted advisors and problem solvers who ensure our customers receive the highest level of service from first contact to job completion. If you thrive in a fast-paced environment, take pride in delivering premium customer experiences, and enjoy working with a high-performing team, we want to meet you.

Reporting to the Call Centre Team Lead, the Experienced CSR is responsible for delivering exceptional service across multiple communication channels — including phone, email, and webchat. This role requires someone who can manage complex customer interactions, think critically, and contribute to the continuous improvement of our customer experience processes.

You will play a key role in maximizing appointment conversions, strengthening customer relationships, and collaborating cross-functionally with dispatch, sales, and field operations to ensure every customer touchpoint reflects Action Furnace’s commitment to excellence.

Perks and benefits to working at Action Furnace:

Competitive above-market compensation

Comprehensive health and dental benefits, RRSP matching, and a Health Spending Account

Paid training and ongoing professional development

Unlimited career growth and advancement opportunities

Flexible schedules

Amazing people-first company culture that values your contribution

Responsibilities:

This position will include, but not be limited to the following:

Inbound & Outbound Support:

Efficiently handle high-volume inbound calls, emails, and web chats with professionalism and accuracy

Convert inquiries into booked appointments for service, maintenance, and installations

Conduct proactive outbound calls to club members and customers for renewals, service reminders, and follow ups

Diagnose and resolve complex customer concerns, escalating when appropriate

Customer Experience & Relationship Building

Deliver personalized service through active listening and solution-based communication

Educate customers on products, services, and membership benefits with confidence and credibility

Maintain a deep understanding of Action Furnace offerings, promotions, and pricing to provide accurate recommendations

Administrative & Cross Departmental Collaboration

Ensure all customer data is accurately entered and maintained in company systems

Partner with Dispatch, Sales, and Marketing to streamline the customer journey

Identify process gaps and suggest improvements to enhance efficiency and satisfaction

Qualifications:

Minimum 3 years of customer service or call-center experience, preferably in HVAC, home services, or a related industry

Proven track record of meeting or exceeding performance targets (conversion rates, customer satisfaction, etc)

Strong problem solving and multitasking skills with a calm, confident approach under pressure

Exceptional verbal and written communication skills

Proficiency with Microsoft Office and CRM or call-center systems

Self-motivated, accountable, and proactive - you take ownership and get things done

Values:

Commitment to Teaching and Learning – Demonstrates ownership of work, ability to help others by encouraging, motivating, and coaching.

Integrity – Demonstrates ability to follow through on commitments. Do the right thing.

Embrace Change – Demonstrates a “can do” mentality and takes on an assertive approach to welcoming changes set out by the leadership team.

Team Player – Ability to work collaboratively with others to achieve company objectives.

We would love to see you join the Action Furnace team so if this sounds like an exciting opportunity for you, please do not hesitate in applying!

Action Furnace is committed to providing an accessible environment for all our employees. Candidates are encouraged to discuss any accommodation they may need.