Customer Service Representative

2 weeks ago

Caledonia, Canada Darrick Davidson Mechanical Services Ltd Full time

Customer Service Representative (HVAC) - Full-Time

Location: Caledonia, Ontario

Company: Darrick Davidson Heating, Cooling & Duct Cleaning

You’re gonna love these people.

At Darrick Davidson Heating, Cooling & Duct Cleaning, we pride ourselves on delivering premium HVAC and duct cleaning services with integrity, urgency, and professionalism. We’re looking for a highly motivated, organized, and enthusiastic Customer Service Representative (CSR) who thrives in a fast-paced environment and is passionate about providing top-tier customer service.

**About the Role**:
As our CSR, you are the front line of communication for our clients and the backbone of our daily operations. This role requires someone who is humble, hungry, and smart—someone who takes pride in staying on top of scheduling, dispatching, customer satisfaction, and team coordination.

**Key Responsibilities**:

- Answer inbound calls with professionalism, positivity, and energy.
- Schedule and dispatch technicians based on priority, location, and availability.
- Manage the scheduling board to ensure efficient, organized operations throughout the day.
- Handle warranty claims and product returns, including documentation and follow-up.
- Order and track parts as needed for service and installation jobs.
- Resolve customer concerns with empathy, urgency, and a solution-oriented mindset.
- Coordinate with technicians daily to ensure job clarity, readiness, and customer expectations are met.
- Adjust invoices accurately in our CRM (ServiceTitan) to reflect correct pricing and job details.
- Provide walk-in customer support with a positive, professional attitude.
- Receive and organize deliveries, ensuring inventory is accurate and accessible.
- Educate customers about our duct cleaning packages, maintenance plans, and indoor air quality services.
- Sell and book maintenance appointments to support customer retention and long-term satisfaction.
- Perform outbound calls when inbound volume is low, including maintenance reminders, customer check-ins, and lead follow-ups.
- Maintain customer records in the CRM to ensure accurate and updated account details.

**What We’re Looking For**:

- A driven and ambitious individual who takes initiative and doesn’t wait to be told what to do.
- Highly organized and able to manage multiple priorities without missing a beat.
- Strong communicator—both with customers and internal teams.
- A team player who is humble, coachable, and self-motivated.
- Ability to work efficiently in a fast-paced, dynamic environment.
- Prior experience in a customer service or dispatching role—HVAC or trades industry preferred.
- Proficiency with computer systems; experience with ServiceTitan is a strong asset.

**Why Join Us**:

- Work with a supportive, growing company that values people and performance.
- Be part of a team that’s committed to excellence, fairness, and respect.
- Opportunities for training, advancement, and making a real impact.
- Competitive pay, a positive workplace culture.

Pay: $17.53-$21.00 per hour

Additional pay:

- Commission pay

**Benefits**:

- Company events
- Mileage reimbursement
- On-site parking
- Paid time off

Schedule:

- Monday to Friday

Work Location: In person

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