Customer Service Representative (Inbound & Outbound Voice Process) - HVAC | In-office (Mohali Sector - 67)

Position Summary

We 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 solid 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, India

Shift: Rotational Night Shift (9:30-hour shift)

Working Days:



5 Days (as per Roster)

Key Responsibilities:

Inbound Call Management
- Handle all inbound HVAC-related calls, including:
- Paid marketing calls
- Organic/free inbound calls
- Service inquiries related to repair, maintenance, installation, and follow-ups
- Understand customer requirements and provide accurate information as per SOPs.

Job Booking & Conversion Ownership
- Book 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 criteria
- Service is unavailable in the customer’s location
- Pricing or operational constraints apply
- Accurately capture customer details, service needs, and appointment preferences.
- Outbound Cold Calling (Appointment Setting)
- Make outbound cold calls to:
- Set service appointments
- Generate new

📌 Customer Service Representative (Sahibzada Ajit Singh Nagar)
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