Fox Refrigeration & HVAC has proudly served Hamilton, Ontario, and the surrounding region since 1938. What started as a small family business has become a trusted, multi-generational company known for dependable, high-quality HVAC and refrigeration services across residential, commercial, and industrial markets.

We are a busy and growing company looking for a reliable, friendly, and organized part-time Customer Service Representative (CSR) to be the first voice our customers hear. Reporting to the Office Manager, the CSR will ensure things run smoothly behind the scenes. If you enjoy helping people and thrive in a fast-paced environment, this could be the perfect fit!

Why Work With Us?

• We are a supportive team, focused on investing in our people
• Enjoy opportunities to learn and grow
• Competitive pay
• Be part of a company that values both its customers and its employees

What You'll Be Doing:

Administrative Support

• Maintain customer records and associated job notes updated in our CRM.
• Create work orders and ensure all paperwork is complete.
• Assist with invoicing, payments, and other light accounting duties as needed.

Customer Communication & Support

• Answer phone calls, emails, and online inquiries with a positive and professional attitude.
• Share accurate information about our services, warranties, and maintenance plans.
• Follow up after service calls to ensure customers are satisfied and identify upsell opportunities.

Customer Retention & Feedback

• Track and manage maintenance contract renewals.
• Handle any customer complaints or concerns by escalating to management as appropriate.
• Help with feedback surveys and Google review requests.

Operational Support

• Coordinate parts orders and delivery updates between techs and suppliers.
• Monitor jobs to make sure they're completed on time.
• Help prepare basic reports on CSR activity (response times, bookings, etc.).

Service Scheduling & Dispatch

• Book and confirm service appointments using our dispatch software.
• Assign jobs to the right technician based on availability, priority, and skill.
• Stay in close contact with technicians during the day regarding any updates or changes.

Other duties as assigned.

What We're Looking For:

• High School Diploma or equivalent.
• Experience with HVAC & Refrigeration or dispatch software is a plus.
• Ability to maintain confidentiality.
• Strong communication skills, both written and verbal.
• Organized, detail-oriented, and great at multitasking.
• Positive, problem-solving mindset with a customer-first attitude.
• Comfortable working in a fast-paced, team-oriented environment.

We appreciate all who express interest; however, only those selected for an interview will be contacted.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, we will provide accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process. Please inform the recruiter of the nature of any accommodation(s) that you may require.