Job Description Customer Service Representative (Inbound & Outbound Voice Process) - HVAC | In-office (Mohali Sector - 67)
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n Position Summary
nWe 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.
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nThe 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.
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nThis role requires solid communication skills, ownership of outcomes, and adherence to defined processes and quality benchmarks.
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nThe ideal candidate must be confident in English and comfortable handling US customers over calls.
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n Location: Mohali Sector-67, India
n Shift:



Rotational Night Shift (9:30-hour shift)
n Working Days: 5 Days (as per Roster)
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n Key Responsibilities:
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n Inbound Call Management
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- Handle all inbound HVAC-related calls, including:n
- Paid marketing callsn
- Organic/free inbound callsn
- Service inquiries related to repair, maintenance, installation, and follow-upsn
- Understand customer requirements and provide accurate information as per SOPs.n

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n Job Booking & Conversion Ownership
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- Book HVAC service jobs on all eligible inbound calls.n
- Maintain maximum possible conversion, with an expectation of near 100% booking on qualified calls, except when:n
- Customer does not meet predefined eligibility criterian
- Service is unavailable in the customer’s locationn
- Pricing or operational constraints applyn
- Accurately capture customer details, service needs, and appointment preferences.n
- Outbound Cold Call

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