Customer Service Representative

The Customer Service Representative serves as the front line of the sales pipeline and the first point of contact for prospective and existing customers seeking heating, cooling, and energy efficient comfort solutions. This role plays a critical part in shaping the customer experience from the very first interaction.

This is not simply a call answering role. The CSR is responsible for engaging customers, understanding their needs, educating them on available solutions, and driving qualified appointments for the sales team. The right person will take initiative, follow up consistently, and ensure no opportunity is missed.

The team is growing and the business is expanding. They are looking for someone who is dependable, proactive, and comfortable working in a fast paced office environment where multitasking is part of the day to day rhythm.

Experience in HVAC or home services is strongly preferred and will significantly differentiate candidates.

• Serve as the first point of contact for inbound calls, web inquiries, and follow up outreach
• Qualify customer needs including service, replacement, upgrades, or new installations
• Educate customers on available solutions, rebates, and promotions
• Convert inbound inquiries into scheduled in-home consultations
• Follow up on missed calls and unconverted leads up to seven times through a combination of phone, email, and text outreach
• Take ownership of open leads and carry them through the pipeline until properly scheduled or closed

• Schedule in-home consultations based on territory, availability, and customer needs
• Accurately document all interactions in Podium and ensure seamless data transfer into Service Titan
• Maintain clean and accurate records in the CRM system
• Coordinate closely with the sales team to ensure smooth handoffs and complete information transfer
• Confirm appointments and manage reschedules in a timely manner

• Handle a steady volume of inbound calls and proactive follow up
• Start each day by addressing carryover items from the previous day
• Multitask effectively, including speaking with customers while navigating systems and documenting details
• Balance phone calls, emails, texts, and internal communication throughout the day
• Maintain professionalism and energy even during high volume periods

• This is a five day per week, in office position in New Paltz
• Two potential shifts: 8:00 AM to 4:30 PM or 9:30 AM to 6:00 PM
• Some flexibility may be available when needed, but reliability during assigned hours is essential

• Minimum of two years of experience in customer service, call center, or appointment scheduling
• HVAC or home services industry experience strongly preferred
• Familiarity with Service Titan highly desirable
• Experience with CRM systems such as Salesforce, Hub Spot, or similar platforms
• Strong follow up discipline and comfort with outbound outreach
• Ability to multitask and manage multiple systems while speaking with customers
• Clear and confident phone presence
• Strong attention to detail and organizational skills
• Reliable, punctual, and consistent

• Initiative and Follow Through:
  Does not wait for leads to grow cold and actively works to move opportunities forward
• Customer Focus:
  Listens carefully and meets customers where they are
• Technical Aptitude:
  Comfortable learning product knowledge, system types, and rebate programs
• Time Management:
  Handles competing priorities without sacrificing accuracy
• Team
  
  Collaboration:
  
  Works closely with sales and operations to support company growth
• Professionalism:
  Maintains composure and positivity in all interactions

This is an opportunity to join a growing organization with a positive culture and strong internal collaboration. The right candidate will see this role as more than administrative support. It is a key driver of revenue and customer satisfaction.