LG Home Comfort is a fast-growing Canadian HVAC company serving homeowners across Ontario. We are committed to delivering reliable, high-quality heating and cooling services -- and that commitment starts with exceptional customer support.
We are expanding our India-based operations and are looking for a skilled
Customer Care & Service Coordinator
to ensure our customers receive timely, professional, and friendly assistance at all times.
What You'll Do :
Answer inbound customer calls in a professional, courteous, and friendly manner.
Book service calls, maintenance visits, warranty appointments, and follow-ups.
Handle general inquiries related to HVAC systems, installations, pricing, and warranties.
Evaluate customer concerns to determine urgency and appropriate next steps.
Explain service processes, timelines, chargeable vs. non-chargeable visits clearly and confidently.
Make outbound calls to provide updates, technician ETAs, or follow-up information.
Contact customers for confirmations, rescheduling, required paperwork, or payment details.
Coordinate closely with the Canadian operations team for smooth service delivery.
Update customer accounts, service notes, and case files accurately in
Salesforce
.
Review and process service documentation and technician reports.
Ensure system statuses, job details, and paperwork are fully complete and updated.
Assist with scheduling, dispatch coordination, and daily administrative tasks.
Ensure customers receive accurate and timely information at all times.
De-escalate issues calmly and handle upset customers with empathy and professionalism.
Follow up on open cases until the service is fully completed and closed.
What We're Looking For
Excellent verbal and written English communication
-- clear, confident, and professional.
Strong listening skills and the ability to simplify technical information.
Experience in
customer service or call centre roles
(HVAC experience is an advantage).
Prior experience in
US/Canadian voice process
preferred.
Hands-on experience with CRM tools;
Salesforce experience is highly preferred
.
Ability to follow scripts, workflows, and structured service procedures.
Strong multitasking, organization, and documentation skills.
Capable of managing difficult conversations and resolving concerns with empathy.
Positive, team-oriented attitude with reliability and punctuality.
Comfortable working in a
fast-paced, customer-focused
environment.
Adaptable to changing priorities, schedules, and operational needs.