Customer Service Representative (CSR) – HVAC | Remote (Mexico)

Company: Windy City HVAC Repair

Position Type: Full-Time, Remote (based in Mexico)

Hours: 7:30 AM – 4:30 PM CST, Monday–Friday (additional hours available)

Compensation: $14-16USD/hr+ (between bases hourly + bonuses)

About Us

Windy City HVAC Repair is a growing HVAC company serving U.S. customers. We're a small, fast-moving startup where your work has a direct, visible impact on the business. We're building a tight team of high performers, and we're looking for someone who wants to grow with us — not just clock in.

About the Role

As our Customer Service Representative, you are the first voice customers hear when they call. Your job is to turn inbound calls into booked appointments, keep our schedule full, and offer our Comfort Club maintenance membership to the right customers. You'll handle calls with warmth and urgency, keep accurate records in our system, and help us deliver a great experience on every interaction.

This is a phone-forward, sales-minded role for someone who is confident, organized, and motivated by hitting targets. Because we're a small team, you'll also help with light dispatch — coordinating the day's schedule for our technician (and, as we grow, our comfort advisor) — but booking calls is the heart of the job.

What You'll Do

• Answer inbound customer calls promptly and professionally
• Convert inquiries into booked HVAC service appointments
• Schedule jobs based on technician availability and customer needs
• Offer the Comfort Club membership to eligible customers
• Handle objections calmly and keep the customer experience positive
• Log every call, booking, and follow-up accurately in our CRM
• Follow our call scripts and workflows while keeping conversations natural
• Flag urgent issues and escalate when needed
• Share feedback to help us improve scripts and processes
• Provide light dispatch support — coordinating the daily schedule for our technician (secondary to your booking work)

Compensation & Bonuses

• Base: $8–$10/hr USD (depending on experience)
• + $2 USD for every job you book for service & maintenance
• + $10 USD for every job you book for install (quote)
• + $10 USD for every Comfort Club membership you sell
• + $10 USD for every 5 star review

High performers can meaningfully increase their pay through bonuses. The more you book and sell, the more you earn.

What We're Looking For

• 2+ years of experience in customer service, sales, appointment setting, or a call center
• Excellent spoken English and a clear, friendly phone presence
• Comfortable selling and handling objections without being pushy
• Highly organized and accurate with notes and data entry
• Reliable, self-disciplined, and able to work independently from home
• A reliable computer, headset, and stable high-speed internet
• Quick to learn new tools and software

Nice to have:

• Experience as an HVAC CSR
• Experienced in HVAC operations/office admin
• Experience with Housecall Pro or similar field-service software
• Experience selling maintenance plans or service memberships
• Experience supporting U.S.-based customers

Targets (What Success Looks Like)

We're a metrics-driven team, but we set goals that are realistic and reward strong work:

• Answer live (95%+)
• Book the majority of qualified service calls that come in (75%+)
• Sell Comfort Club memberships consistently to eligible customers (10%+)
• Keep CRM records accurate and up to date
• Maintain strong attendance and call quality

Hiring Process

• Apply through Indeed
• Screening call with our team
• Interview with the owner
• Offer & onboarding

If you're a confident communicator who loves turning calls into booked jobs — and you want to earn more by performing well — we'd love to hear from you.

Please apply in English.

Sueldo: $174.50 - $244.29 la hora

Beneficios:

• Apoyo al desarrollo profesional
• Días por enfermedad
• Trabajo desde casa
• Vacaciones adicionales o permisos con goce de sueldo

Lugar de trabajo: Empleo remoto