Inbound Customer Service Representative - HVAC | In-office (Mohali Sector - 67)

Freshers / Beginners with Excellent Communication Skills must APPLY!

Position Summary

We are seeking a Customer Service Representative - Inbound (HVAC Process) to handle all inbound 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, and coordinating technician dispatch while ensuring a high standard of customer experience and conversion efficiency.

This role requires robust communication skills, ownership of outcomes, and adherence to defined processes and quality benchmarks.

Location : Mohali Sector-67, India

Shift : Rotational Night Shift (10hours shift with 1 hour of break time)

Working Days : 6 Days During Summer (Including Saturdays)

Company :One Hour Heating & Air Conditioning of Frisco**

(US-based HVAC services company serving residential customers)

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.

Dispatch & Technician Coordination

- Coordinate 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 & Communication

- Deliver 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 & Documentation

- Update 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 & Compliance

- Meet 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 Collaboration

- Attend 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 Criteria

- Graduate or equivalent qualification (preferred).
- Excellent spoken English communication skills (US accent neutral preferred).
- Willingness to work in rotational US shifts .
- Ability to work in a 6-day work week environment.

Required Skills & Competencies

- Strong 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 Details

- Working Days : 6 days a week
- Shift Type : Rotational shifts
- Shift Duration : 10 hours per shift
- Process : US HVAC - Inbound Calling

Performance Expectations

- High conversion and booking accuracy.
- Strong adherence to quality, compliance, and attendance.
- Ownership of end-to-end inbound call outcomes.
- Consistent improvement through feedback and coaching.

Interested?

Job Types : Full-time, Permanent, Fresher

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits :

- Leave encashment
- Paid sick time
- Paid time off

Ability to commute/relocate:

- Mohali, Punjab: Reliably commute or planning to relocate before starting work (required)

Language :

- English (required)

Location :

- Mohali, Punjab (preferred)

Shift availability:

- Night Shift (required)

Work Location: In person

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