Customer Service Representative (Inbound & Outbound Voice Process) - HVAC | In-office (Mohali Sector - 67)Position SummaryWe are seeking a Customer Service Representative – Inbound & Outbound (HVAC Process) to handle all inbound and outbound customer calls related to HVAC services across different regions of the United States.The role involves managing paid and organic inbound calls, booking HVAC jobs , making outbound calls to customers , providing information, scheduling appointments, promoting and selling membership plans and ensuring accurate data capture, coordinating technician dispatch while ensuring a high standard of customer experience and conversion efficiency. You will be required to handle outbound and inbound calls as per business requirements.This role requires strong communication skills, ownership of outcomes, and adherence to defined processes and quality benchmarks.The ideal candidate must be confident in English and comfortable handling US customers over calls.Location: Mohali Sector-67, IndiaShift: Rotational Night Shift (9:30-hour shift)Working Days: 5 Days (as per Roster)Key Responsibilities:Inbound Call ManagementHandle all inbound HVAC-related calls, including:Paid marketing callsOrganic/free inbound callsService inquiries related to repair, maintenance, installation, and follow-upsUnderstand customer requirements and provide accurate information as per SOPs.Job Booking & Conversion OwnershipBook HVAC service jobs on all eligible inbound calls.Maintain maximum possible conversion, with an expectation of near 100% booking on qualified calls,



except when:Customer does not meet predefined eligibility criteriaService is unavailable in the customer’s locationPricing or operational constraints applyAccurately capture customer details, service needs, and appointment preferences.Outbound Cold Calling (Appointment Setting)Make outbound cold calls to:Set service appointmentsGenerate new sales opportunitiesFollow call scripts while adapting naturallyMaintain call volume and disciplineDispatch & Technician CoordinationCoordinate with technicians and dispatch teams to assign and schedule jobs efficiently.Share complete and accurate job details to ensure seamless field execution.Handle appointment confirmations, reschedules, and updates as required.Customer Experience & CommunicationDeliver a professional, empathetic, and confident customer experience on every call.Address objections, concerns, and queries effectively to support booking outcomes.Clearly communicate service expectations, timelines, and next steps.System Updates & DocumentationUpdate CRM and internal systems with accurate call notes, booking status, and customer information.Ensure data accuracy for reporting, billing, and quality audits.Follow defined call scripts,



HVAC guidelines, and compliance standards.Quality, Performance & ComplianceMeet defined conversion targets, quality scores, and attendance benchmarks.Participate in call audits, coaching sessions, and performance reviews.Implement feedback to continuously improve call handling and booking efficiency.Training & Team CollaborationAttend regular training sessions, refreshers, and process updates.Coordinate with QA, operations, dispatch, and leadership teams.Adapt to process changes, campaign updates, and client requirements.Eligibility CriteriaGraduate or equivalent qualification (preferred).Excellent spoken English communication skills (US accent neutral preferred).Willingness to work in rotational US shifts.Required Skills & CompetenciesStrong communication, listening, and customer engagement skills.Persuasion and objection-handling abilities.Problem-solving mindset with attention to detail.Comfortable working with conversion-driven KPIs.Basic computer proficiency and familiarity with CRM tools.Prior experience in HVAC, home services, or US inbound processes is an added advantage.Work Schedule & Shift DetailsWorking Days: 5 days a weekShift Type: Rotational shiftsShift Duration: 9:30hours per shiftProcess: US HVAC – Inbound & Outbound CallingPerformance ExpectationsHigh conversion and booking accuracy.Solid adherence to quality, compliance, and attendance.Ownership of end-to-end inbound call outcomes.Consistent improvement through feedback and coaching.

📌 Customer Service Representative (Srinagar)
🏢 Biorev Studios | 3D Rendering Studio
📍 Srinagar