Call Support Representative

2 days ago

Makati City, National Capital Region, Philippines Agile Tech Ops Inc. Full time

Position: CSR (HVAC Operations)

Type: Full Time

Work Setup: Hybrid

Overview

We are seeking a dependable and service-oriented Weekend Call Support Specialist (CSR) to join our HVAC operations team. This role is responsible for managing inbound and outbound calls, assisting customers with service requests, and coordinating with on-call technicians during weekend hours.

As part of our operations support team, you will play a key role in ensuring continuous, high-quality service coverage for our U.S.-based clients. This position requires excellent communication skills, professionalism, and the ability to work independently with minimal supervision.

Key Responsibilities
  • Handle inbound and outbound calls related to HVAC service requests, including emergency support during weekends.
  • Assist customers with appointment scheduling, rescheduling, and service follow-ups using our scheduling platform (Housecall Pro, training provided).
  • Coordinate with on-call technicians to ensure prompt response to customer needs and service emergencies.
  • Monitor and manage the service queue, ensuring all customer inquiries are addressed efficiently.
  • Document all call interactions and maintain accurate records in the scheduling and CRM systems.
  • Escalate urgent issues to the appropriate operations or technical teams for immediate resolution.
  • Provide excellent customer service, ensuring every interaction reflects professionalism, empathy, and reliability.
Qualifications
  • Previous experience in call handling, scheduling, or customer service (preferably in HVAC, maintenance, or service-based industries).
  • Excellent English communication skills — both written and verbal.
  • Strong problem-solving abilities and sound judgment under pressure.
  • Ability to work independently during overnight and weekend hours.
  • Familiarity with Housecall Pro, ServiceTitan, or similar scheduling platforms is a plus.
  • Tech-savvy and comfortable using CRM tools, calendars, and communication platforms such as Slack, Zoom, or Google Workspace.
  • Reliable, punctual, and committed to consistent weekend coverage.
Compensation & Benefits
  • Health and life insurance coverage (for qualified employees)
  • 13th month pay and performance-based bonuses
  • Pay raise opportunities based on performance and tenure
  • Potential for career growth and transition to full-time employment
Join Our Team

If you're dependable, customer-focused, and ready to be part of a growing international operations team, we'd love to hear from you

Send your resume to:

Subject line: Application – CSR (HVAC Operations)

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