HVAC Back Office / CSR (Customer Service Representative)

Job Description

Job DescriptionDescription:

The HVAC Back Office/CSR is responsible for managing key administrative processes in ServiceTitan, ensuring accurate job documentation, invoicing, batching, and financial exports to Sage Intacct. This role also involves customer service responsibilities, including answering phones, scheduling, and job follow-up. The ideal candidate is detail-oriented, organized, and experienced in HVAC back-office operations and financial system workflows.

Key Responsibilities:

Customer Service Duties

• Answer incoming service calls and customer inquiries promptly and professionally.
• Schedule service appointments and dispatch technicians through ServiceTitan.
• Provide customers with updates on job status, invoicing, and follow-up appointments.
• Ensure proper call classification and documentation in ServiceTitan.

Job & Invoice Oversight

• Review completed jobs for:
• Technician notes
• Materials/equipment usage
• Required documentation (permits, photos, forms)
• Address any incomplete or inaccurate information with technicians or dispatch.

Batching & Exporting to Sage Intacct

• Prepare and review invoice batches daily in ServiceTitan.
• Ensure all invoices meet company standards before posting/exporting.
• Export clean, approved batches to Sage Intacct.
• Collaborate with accounting to resolve any mapping or sync issues.

Posting & Revenue Reconciliation

• Confirm invoices are correctly posted with accurate revenue coding.
• Help track deferred vs point-of-sale revenue where applicable (e.g., memberships).
• Reconcile ServiceTitan invoice data with Sage Intacct records weekly.

Administrative Support

• Assist in updating pricebook items, business units, and service templates.
• Maintain customer and job records.
• Support membership billing and service visit scheduling.
• Register and track equipment warranties.

Benefits:

• Competitive Pay
• Steady full-time employment
• Benefits including
• Medical
• Dental
• Vision
• 401k
• Paid legal holiday and vacations.
• Good friendly work environment

Requirements:

• 2+ years of HVAC office experience (CSR, dispatcher, or admin role).
• Experience using ServiceTitan and Sage Intacct preferred.
• Strong understanding of HVAC workflows, invoicing, and accounting principles.
• Excellent attention to detail and ability to catch errors before export.
• Proficient in Microsoft Excel, Outlook, and general office software.
• Strong communication skills and customer service mindset.