CSR - Customer Service Representative

7 days ago

Spokane, Washington, United States Hurliman Heating & Air Conditioning Full time

Who We Are

Hurliman Heating & Air Conditioning is a locally owned HVAC company that's been serving Spokane families for generations. We believe great service starts with listening, clear communication, and doing the right thing every time. We're not pushy, scripted, or sales-driven. Our CSRs are the front door to the company and play a critical role in how customers experience Hurliman.

Role Overview

The Customer Service Representative is responsible for handling inbound calls, scheduling service and sales appointments, supporting dispatch, and ensuring customers feel heard, respected, and taken care of from the first interaction. This role requires calm professionalism, strong organization, and the ability to think clearly under pressure.

Key Responsibilities

  • Answer inbound phone calls professionally and courteously
  • Schedule service calls, maintenance visits, and sales appointments accurately
  • Gather and document customer information clearly and completely
  • Communicate job details to dispatch and field technicians
  • Handle customer questions, concerns, and basic troubleshooting with empathy
  • Follow established call handling and scheduling processes
  • Update customer records in our CRM accurately and consistently
  • Support outbound calls for follow-ups, unsold estimates, or promotions as needed
  • Maintain a calm, solutions-oriented approach during high call volume or urgent situations

What We're Looking For

  • Strong communication skills clear, friendly, and confident
  • Excellent listening skills and attention to detail
  • Comfortable using computer systems, CRMs, and scheduling software
  • Ability to multitask and prioritize in a fast-paced environment
  • Emotionally steady and professional under pressure
  • Team-oriented mindset with a high sense of ownership and accountability

Experience & Qualifications

  • Customer service or call-center experience preferred (HVAC or home services a plus, but not required)
  • Basic computer proficiency required
  • High school diploma or equivalent

What We Offer

  • Competitive pay (based on experience)
  • Stable, year-round work
  • Training and ongoing support
  • Opportunities for growth within the company
  • A respectful, professional work environment

Job Type: Full-time

Pay: $40, $58,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Vision insurance

Ability to Relocate:

  • Spokane Valley, WA 99206: Relocate before starting work (Required)

Work Location: In person

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