Hire & Train a CSR for Your Home Service Business
Sunshine Admin recruits, vets, and trains customer support representatives and office administrators for HVAC, plumbing, and electrical companies across North America. We help you find the right talent locally or remotely, then onboard them with your phone systems and software, including ServiceTitan and Housecall Pro.
Our HVAC Customer support team training program adds weekly 1:1 coaching and Conversations reviews to help them book more of the calls you're already paying for.
FOR HVAC, PLUMBING & ELECTRICAL COMPANIES
Recruit a New CSR or Train the One You Have
Your customer support representative is the first person every customer talks to. A good HVAC Virtual receptionist answers fast, calms a homeowner with no heat, and books the job in ServiceTitan or Housecall Pro.
The problem? You don’t have time to recruit, train and manage that person. That’s where Sunshine Admin comes in:
Hiring: We recruit and vet a virtual receptionist based in the US or help you hire locally.
Training: Weekly 1:1 coaching and conversations reviews designed for HVAC customer support teams.
Onboarding: scripts, customer interactions flows and software setup so they book from day one
What Does an HVAC CSR Do?
An HVAC customer support representative handles incoming inquiries, schedules appointments, and helps keep your technicians busy. A remote representative performs the same duties from a home office, using your phone system and field management software.
Inbound requests
Answers, qualifies and books repair, maintenance and install requests
Emergency triage
Decides which no-heat, no-cool or leak requests go to tonight's tech.
Dispatch support
Confirms appointments, sends tech ETAs and fills cancellations.
Software work
Creates jobs, customers and memberships in ServiceTitan or Housecall Pro.
Follow-up
Chases unsold estimates, plan renewals and review requests.
OPTION 1 : HIRE A CSR
Hire a Virtual CSR, Vetted and Trained for You
Whether you want a local hire or a remote HVAC Customer support team, we source, screen and deliver a customer Assistance rep who fits your company and can book appointment from week one.
We recruit from wherever the best fit is for your budget and hours:
Philippines: strong English, US Conversations experience, evening and overnight coverage
Latin America: US time zones, bilingual English/Spanish
Eastern Europe: strong admin and back-office skills
North America: local or in-office hires in your area
What's Included
-
A custom job ad written for your trade
-
Multi-step vetting: [your real steps, e.g. booking-request roleplay, English test], video interviews and a final shortlist
-
Compliance and payroll guidance for international hires, using Deel or Wise
-
Remote setup: phones, CRM, ServiceTitan or Housecall Pro access
-
Onboarding with live coaching on your scripts and price book
-
90-day free replacement if your hire isn't the right fit
What's Included
-
Weekly coaching sessions
-
Roleplaying, Customer interactions reviews, and feedback
-
Custom customer inquiries scripts and flow development
-
Software & systems integration (ServiceTitan, Housecall Pro, etc.)
-
Optional reporting & performance tracking
OPTION 2 : TRAIN YOUR TEAM
HVAC CSR Training Program for Your Existing Team
A friendly HVAC representative without proper industry training can still lose bookings by quoting prices too early, missing maintenance plan opportunities, or letting price shoppers hang up. Generic telephone training doesn't cover these situations. Ours does.
Our personalized virtual receptionist Coaching Program is designed for HVAC, plumbing, and electrical businesses that want their representatives to:
✅ 1:1 coaching: Weekly sessions with a named Sunshine coach, plus roleplays for price shoppers and emergencies.
✅ Real call reviews: We listen to recorded conversations and show your team what to keep and what to improve.
✅ Scripts & software: Custom customer inquiries flows, plus ServiceTitan and Housecall Pro workflow coaching.
✅ Booking-rate tracking: Optional reporting so you can see whether coaching is working.
WHAT OUR PARTNERS SAY
Trusted by Home Service Businesses across America
HOW IT WORKS
From First Call to Fully Trained – Here’s What It Looks Like
🟧 Hire a CSR
-
Kickoff Customer interactions → Role requirements & goals
-
Job ad created, posted, and screened
-
Assessments + async & live interviews
-
Shortlist delivered
-
Onboarding: Incoming requests flow, scripts, tech setup
-
Sunshine Coach supports for 2 weeks
🟦 Coach Your CSR
-
Discovery Incoming requests → Understand their challenges
-
Weekly 1:1 coaching sessions
-
Real Conversations reviews and live feedback
-
Performance guidance + materials
-
Optional: long-term support & tracking
Who This Is For
✅ You’re a home service business (HVAC, plumbing, electrical)
✅ You’re tired of doing all the hiring, training, or conversations
coaching yourself
✅ You want someone who sounds great on the phone and books with confidence
✅ You’re open to remote or local talent — we’ll help you figure out what works
❌ You want someone to answer customer inquiries
for you (check out our 24/7 answering Assistance instead)
❌ You’re not ready to invest in improving your front office team
FAQ
CSR Hiring & Training FAQ
Whether you're starting from scratch or want to coach the person you already have, we’re here to help you create the support you need to grow.
