Customer Service Representative

Customer Service Representative – Keep Turnbull Heating Air Operations Running Smoothly

Job Overview


* Company: Turnbull Heating Air 


* Salary/Pay Rate: $20 - $25 per hour


* Location: Rochester, NY (Onsite)


* Job/Employment Type: Full Time


* Project Scope: Residential and Commercial HVAC Operations


* Mandatory Licences & Certifications: None Required

The Opportunity

Turnbull Heating & Air is looking for a friendly, organized, and customer-focused Customer Service Representative to join our team.

In this role, you’ll be one of the first points of contact for our customers, helping them schedule service, answering questions, coordinating appointments, and making sure every customer has a great experience from the first call through the completion of their service.

How You Will Make an Impact


* Answer incoming customer calls, emails, and inquiries in a professional and friendly manner


* Schedule and coordinate HVAC service and maintenance appointments


* Listen to customers, understand their needs, and provide helpful solutions


* Residential lead coordination (Scheduling sales appointments for sales/PMs)


* Dispatch and coordinate technicians based on customer needs and availability 


* On-Call Dispatch Rotation - Taking all after-hours residential service calls and dispatching the on-call technician when necessary


* Confirm appointments and communicate schedule changes with customers


* Follow up with customers regarding completed services, estimates, and future appointments


* Maintain accurate customer information and service records


* Communicate with technicians and internal team members to ensure smooth daily operations


* Handle customer concerns professionally and work toward timely resolutions


* Provide information about services, maintenance plans, and company offerings


* Help keep the schedule organized and maximize technician efficiency


* Deliver an exceptional customer experience at every interaction

Required Qualifications & Experience


* Previous customer service, call center, scheduling, dispatch, or office experience preferred


* Excellent verbal and written communication skills


* Friendly, professional, and positive attitude


* Strong organizational and multitasking abilities


* Comfortable handling a high volume of calls and customer interactions


* Ability to remain calm and professional when dealing with upset or frustrated customers


* Strong attention to detail and follow-through


* Comfortable learning HVAC terminology, services, and processes


* Basic computer skills and ability to learn scheduling and customer management software


* Reliable, dependable, and willing to be a team player

Compensation & Benefits


* 401(k) retirement savings program.


* Comprehensive health, dental, and vision insurance.


* Bi-weekly pay cycle with overtime and commission potential.
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