Customer Service Representative

Be the Voice That Gets Customers the Help They Need as a Customer Service Representative Location: East Syracuse, NY | Pay Rate: $19/hr ($20/hr Bilingual Spanish) | Schedule: Mon-Fri (8am - 5pm) Turn questions into solutions and help customers stay comfortable. PDS Tech Commercial is partnering with a leading HVAC manufacturing company to hire a customer-focused Customer Service Representative . In this role, you’ll be the first point of contact for homeowners, dealers, and contractors across North America—including Canada—who need assistance with heating and cooling equipment. You’ll help customers connect with the right dealer or department, provide product and warranty information, and triage technical and service concerns. Your goal is simple: make every interaction helpful, professional, and efficient. What You’ll Do Handle inbound customer calls and provide professional, courteous assistance. Connect homeowners with qualified dealers for equipment sales or service, including warm transfers when appropriate. Provide warranty information and assist with product comparisons. Refer dealers to the appropriate distributors for parts or technical support. Serve as a company switchboard, using internal databases to route customers to the appropriate department. Triage customer complaints and transfer escalated concerns to Tier 2 representatives. Assist customers with remote-access and Wi‑Fi‑enabled products, including thermostats, by identifying the appropriate support path. Accurately document customer interactions and follow established processes. Deliver a positive customer experience while efficiently managing a high volume of calls. What You Bring Required Qualifications High school diploma or GED. 6+ months of inbound call center experience. Proficiency with Microsoft Office. Typing speed of 35–45 words per minute. Excellent verbal and written communication skills. Strong customer‑service and problem‑solving skills. Ability to remain professional and composed while handling challenging customer situations. Preferred Qualifications Experience supporting HVAC, heating/cooling equipment, home services, or a technical product. Experience working with dealer, distributor, contractor, or service networks. Familiarity with CRM, call‑routing, or customer‑support databases. Experience troubleshooting or triaging smart‑home or Wi‑Fi‑enabled products. Why Join Us? Make a difference with every call. You’ll join a team that serves customers across North America and plays an important role in connecting homeowners and industry professionals with the support they need. This is an opportunity to build valuable experience in customer service, technical support, product knowledge, and call center operations while working alongside a team that values professionalism, collaboration, and helping customers find solutions. Pay Details: $19.00 to $20.00 per hour Benefit offerings available for our associates include medical, dental, vision, life insurance, short‑term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Equal Opportunity Employer/Veterans/Disabled Military connected talent encouraged to apply To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: The California Fair Chance Act Los Angeles City Fair Chance Ordinance Los Angeles County Fair Chance Ordinance for Employers San Francisco Fair Chance Ordinance Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. #J-18808-Ljbffr