Customer Service Representative

Tropical Heating & Cooling is a family-owned HVAC company proudly serving Western New York since 2013. In an industry increasingly dominated by national corporations buying out local businesses, we remain steadfastly independent – we’re still here, still us, and still family-operated. Answer incoming phone calls and respond to customer inquiries Schedule service appointments and maintenance visits Coordinate with field technicians for service routing and logistics Perform follow-up calls after service visits to ensure customer satisfaction Process service requests and maintain accurate customer records Handle billing inquiries and payment processing Assist with warranty claims and manufacturer communications Support office administrative tasks as needed Maintain customer database and update service history Assist customers with understanding maintenance programs and services No experience required – we’ll train you on our systems! High school diploma or equivalent Excellent phone manner and communication skills Strong computer skills and ability to learn new software Detail-oriented with good organizational abilities Customer service mindset with patience and problem-solving skills Ability to multitask in a fast-paced environment Professional appearance and demeanor Reliable and punctual with strong work ethic Preferred Qualifications Previous customer service or office experience Experience with scheduling software or CRM systems Basic understanding of HVAC systems and terminology Comprehensive training on company procedures and HVAC basics Paid time off Health insurance Supportive team environment Opportunities for advancement within the company Family-friendly workplace culture Training & Development Complete orientation on company values and procedures Training on HVAC basics to better assist customers Software training for scheduling and customer management systems Potential advancement to Office Manager, Administrative roles, or cross-training in other departments. We believe in promoting from within and supporting career development. Schedule Full-time position, Monday through Friday with occasional Saturday coverage during peak seasons. Standard business hours with some flexibility. Join the heart of our customer service team! Be the friendly voice that represents our family business and helps build lasting relationships with our customers. #J-18808-Ljbffr Tropical Heating