Customer Success Specialist

Customer Service Representative (Outbound Calling) HVAC Call Center Process

Location: Mohali

Type: In-house, Full-time

Shift: US Shift (Night) - 6:30pm - 4:30am IST

All the Saturdays are working during summers due to high volume of appointments.

Job Overview

We are looking for a highly motivated and detail-oriented Customer Service Representative to join our Outbound Call team specializing in the HVAC (Heating, Ventilation, and Air Conditioning) Call Center process. The ideal candidate will be responsible for making outbound calls to customers, providing information, scheduling appointments, promoting membership plans, and ensuring accurate data capture. This role requires excellent communication skills, a strong customer service orientation, and the ability to work effectively in a fast-paced environment.

About the HVAC Process at Biorev

Biorev has been managing the HVAC (Heating, Ventilation, and Air Conditioning) Call Center process for over two years as the official franchise holder of One Hour Heating & Air Conditioning, serving the Frisco, Texas region. The India team handles complete back-office and customer service operations including inbound/outbound customer calls, technician scheduling, membership promotions, invoice handling, and QA. Supported by tools such as Rilla Voice AI, Service Titan, and Dialpad, the process is structured to maintain high service standards, technical efficiency, and customer satisfaction in line with One Hours brand promise.

Visit www.onehourairfrisco.com for more information.

Key Responsibilities

• Initiate outbound calls to customers for various purposes, including:
• Scheduling and confirming service appointments.
• Following up on previous service calls or inquiries.
• Promoting and explaining membership plans and special offers.
• Conducting customer satisfaction surveys.
• Accurately record and update customer information, call dispositions, and service details in CRM platforms.
• Adhere to call scripts and company guidelines to ensure consistent and high-quality customer interactions.
• Maintain a high level of product and service knowledge to effectively assist customers.
• Meet daily and weekly targets for outbound calls, appointments scheduled, or membership enrollments.

Required Qualifications

• Educational Qualification: Graduate & above.
• Experience: 1-5 years of relevant experience in an outbound call center role, preferably in a service-based or sales environment.
• Communication Skills: Excellent verbal and written communication skills in English, with clear and professional phone etiquette.
• Technical Proficiency: Basic computer literacy and ability to navigate CRM systems and other call center tools.
• Customer Focus: Strong commitment to providing excellent customer service.
• Work Ethic: Ability to work independently and as part of a team, demonstrating a proactive and results-oriented approach.