Customer Service Support

Royal Air Houston is a leading Residential and Commercial HVAC company serving the Greater Houston area. We specialize in air conditioning, heating, maintenance, system replacements, and commercial HVAC solutions. Our mission is to provide exceptional customer service, quality workmanship, and reliable comfort solutions for every customer

Position Summary

Royal Air Houston is seeking a dedicated and professional Overseas Customer Support Representative to join our growing team.

This role focuses on customer service, appointment scheduling, and communication support. You will be the first point of contact for many of our customers through Facebook , Messenger, email , website inquiries, text messages, and other communication channels.

This is NOT a sales position.

Your primary responsibility is to provide excellent customer service, answer inquiries, help customers schedule appointments, and coordinate effectively with our sales and operations teams.

No HVAC experience is required. Training will be provided.

Key Responsibilities

Customer Service

• Respond promptly and professionally to customer inquiries.

• Communicate with customers through: Face book , email , Website Leads

• Provide information about Royal Air Houston services.

• Assist customers with appointment requests and general questions.

Lead Management

• Monitor incoming leads from marketing campaigns and social media.

• Gather customer information: Name/ phone, address, appointment time, Service requested

Appointment Scheduling

• Schedule appointments for Sales Representatives.

• Coordinate appointment availability with the sales team.

• Send appointment confirmations and reminders.

• Assist customers with rescheduling requests when necessary.

Team Coordination

• Communicate customer information to the sales team.

• Work closely with dispatch and management.

• Maintain accurate notes and updates on customer interactions.

Follow-Up Activities

• Follow up with unresponsive leads.

• Confirm upcoming appointments.

• Maintain positive communication with customers throughout the scheduling process.

Administrative Support

• Update lead records.

• Track appointment statuses.

• Assist with daily reporting and lead tracking.

• Maintain organized customer communication records.