Skilled Trades Customer Service Representative

Job Description

Job Description

Skilled Trades Customer Service Representative

Pay : $22–$27/hour

Location: Reading, MA

Pay & Perks

• $22–$27/hour (based on experience) + bonus opportunities
• 401(k) with 3% company match
• Health, dental, vision (50% employer-paid)
• 100% employer-paid life + short/long-term disability
• Paid holidays, PTO, and sick time
• Paid birthday off

Schedule: Monday–Friday, 8:00 AM – 5:00 PM

Why This Role Matters

You're the hub of the operation. Every call, every schedule, every technician route runs through you.

Cooling Unlimited has been serving Middlesex County since 1986. We've built a strong reputation by taking care of our customers-and that starts with the person who answers the phone.

This role sits at the center of day-to-day operations. You'll handle a steady flow of calls, coordinate with techs in the field, and keep schedules and customers on track. Things move quickly, and priorities can shift-being organized and responsive is key. If you're organized, quick-thinking, and great with people, this is a role where you'll make an immediate impact every single day.

What You'll Own

• Scheduling and dispatching HVAC service calls
• Managing incoming calls and customer requests
• Keeping technicians' days running efficiently
• Communicating updates between customers and field teams
• Supporting maintenance program promotion and follow-ups

What You'll Be Doing

• Answering calls and creating a strong first impression
• Booking and prioritizing service appointments
• Handling urgent/emergency requests with confidence
• Coordinating with technicians throughout the day
• Following up with customers to ensure satisfaction
• Assisting with light admin tasks and team support

What You Bring

• 1–2+ years in customer service, call center, or inside sales
• Strong multitasking and organizational skills
• Clear, professional communication (phone + written)
• Comfortable working in a fast-paced, high-call environment
• Solid computer skills (Word, Excel, Outlook; typing 30+ WPM)
• Detail-oriented with a "get it done" attitude

Nice to Have:

• HVAC, plumbing, or skilled trades experience
• ServiceTitan or similar dispatch software

Apply today and become the voice and backbone of our service team.