CRM Executive (HVAC)

About the company:

We are looking for a dynamic and customer-focused CRM Executive to manage and enhance client relationships, ensure timely communication, and support sales and service teams. The ideal candidate will handle the entire customer interaction cycle — from inquiry management to post-sales follow-ups to Collection — ensuring a seamless client experience for our HVAC sales and service operations.

Location: Narayan Peth, Pune 

Key Responsibilities:

• Manage and update the customer database (CRM system) with accurate client information, inquiries, service requests, and feedback.
• Act as the first point of contact for customer inquiries related to HVAC products, services, AMC renewals, and complaint resolution.
• Coordinate between customers, sales teams, service technicians, and back-office teams to ensure smooth scheduling and execution of services.
• Track sales leads, generate quotations, and follow up with clients to drive conversions and AMC (Annual Maintenance Contract) renewals.
• Send timely service reminders, maintenance schedules, and payment follow-ups to customers.
• Maintain detailed records of customer interactions, service visits, and outcomes to help improve service quality.
• Assist in preparing CRM-related reports such as inquiry status, service logs, customer satisfaction ratings, and revenue tracking.
• Identify opportunities to upsell additional services, maintenance packages, or new HVAC solutions to existing customers.
• Support marketing campaigns such as emailers, promotional messages, and customer feedback surveys.
• Handle customer escalations professionally and coordinate with concerned teams to resolve issues promptly.
• Handle Accounts Receivable with respect to collection of Invoice amount from the customers.

Qualifications:

• Graduate in Business Administration, Marketing, or related fields.
• 1-3 years of experience in a CRM, Customer Service, or Sales Support role.
• Experience in HVAC, Engineering, Facility Management, or a technical service industry is an advantage.
• Strong communication and interpersonal skills (both verbal and written).
• Customer-oriented attitude with excellent problem-solving ability.
• Good understanding of CRM software/tools (Zoho CRM, Salesforce, or similar).
• Basic knowledge of HVAC systems, service contracts, and related technical aspects is preferred
• Strong organizational skills and ability to multitask under tight deadlines.
• Proficient in MS Office (Excel, Word, Outlook).

Work Details:

• Working Schedule: 6 days a week.
• Office Timings: 09:00 AM – 6:30 PM.