Customer Service Representative (CSR) – HVAC Services at East Texas Refrigeration Co Inc – tyler, Texas

Customer Service Representative (CSR) – HVAC Services

Company: East Texas Refrigeration (ETR)
Location: Tyler, TX On-site
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Extended hours and occasional Saturdays during peak seasons

About the Role

East Texas Refrigeration (ETR) is looking for a friendly, organized, and customer-focused Customer Service Representative to join our team. You’ll be the first voice our customers hear and the person who helps keep our service operations running smoothly.

If you enjoy helping people, staying organized, and working in a fast-paced environment, this is the role for you. You’ll work closely with our Service Manager, Dispatcher, and Technicians to schedule service calls, assist customers, and ensure an exceptional experience from first contact to final invoice.

Why Join ETR?

• $15–$20 per hour, based on experience
• Weekly direct deposit
• Full benefits package: medical, dental, vision, life insurance
• Short- & long-term disability
• 401(k) with company match (4% match when you contribute 6%)
• Up to 20 days PTO plus paid holidays
• Stable company with 45+ years in business
• Supportive, team-first culture — you’re not just a number here

What You’ll Be Doing

• Answering incoming calls and emails with professionalism and a helpful attitude
• Scheduling service calls and appointments efficiently
• Coordinating with dispatch and the ESA Coordinator to track technician availability
• Greeting and assisting customers who visit the office
• Entering and maintaining accurate customer and service records in company software
• Following up with customers to confirm satisfaction and resolve any concerns
• Processing payments and handling billing questions
• Preparing and sending invoices and customer communications
• Handling customer issues calmly and professionally, escalating when needed
• Collaborating with technicians and management to support daily operations
• Maintaining a clean, organized front office
• Performing other duties as assigned by the Service Manager or General Manager

What We’re Looking For

• High school diploma or equivalent required
• Customer service experience required (HVAC, trades, construction, or service industry preferred)
• Experience with Service Titan or other field service management software is a required
• Strong phone etiquette and clear written communication skills
• Ability to multitask and prioritize in a fast-paced environment
• Comfortable using computers, CRM systems, and Microsoft Office
• Willingness and ability to learn HVAC/service management software
• Highly organized with strong attention to detail
• Positive attitude and a genuine desire to help customers
• Flexibility to work extended hours or Saturdays during peak seasons

About East Texas Refrigeration (ETR)

Since 1980, East Texas Refrigeration (ETR) has proudly served Tyler and surrounding communities. We provide residential and commercial HVAC and refrigeration services to homeowners, property managers, restaurants, retail businesses, banks, gyms, and more. Our reputation is built on quality workmanship, dependable service, and people who care.