Customer Service Representative

As a Customer Service Representative, you are the voice of our company and a key driver of our growth. Your primary goal is to keep the schedule full by turning inbound calls into booked appointments and proactively filling open time slots.

You ensure every customer feels confident they made the right decision by calling us. By delivering exceptional service and building strong relationships, you help create repeat business and positive referrals.

• Answer all calls promptly and professionally
• Listen carefully and make every customer feel valued
• Use call scripts to ensure consistent, high-quality service

• Convert incoming calls into scheduled service appointments
• Collect accurate customer information
• Confirm expectations and provide clear next steps
• Aim for first-call resolution whenever possible

• Proactively fill open appointment slots
• Contact past customers about promotions or maintenance reminders
• Schedule future maintenance visits Support Customer Satisfaction
  • Make quality control follow‑up calls after service
  • Address concerns before they escalate
  • Request reviews from satisfied customers
  • Send thank‑you notes to high‑value customers
  • Work closely with dispatch and service teams
  • Assist with rescheduling when needed
  • Participate in weekly performance reviews
  • Practice and refine scripts regularly
  What Success Looks Like
  • The call board stays full
  • High booking rates and minimal missed opportunities
  • Strong customer satisfaction and positive reviews
  • Proactive follow‑up and consistent communication
  About Ireland Heating and Cooling

  At Ireland Heating & Cooling, we are a local, family‑owned company proudly serving our community since 1986. For nearly four decades, families have trusted us to keep their homes comfortable year‑round. We believe service should be “as good as gold.” That means showing up when we say we will, doing the job right the first time, and treating every customer like family.

  Our reputation has been built on honesty, reliability, and long‑term relationships. When you join our team, you become part of a company that values hard work, growth, and putting customers first. Every call you answer helps continue a legacy of trusted service in our community.