Service Department Customer Service Representative

Job Description

Job Description

Customer Service Representative – Service Department Company: Upstate Energy
Location: Modena, NY
Job Type: Full-Time
Pay: $23.00–$27.00 per hour, depending on experience

Position Summary

Upstate Energy is looking for a dependable, organized Customer Service Representative to support our busy heating and HVAC service department.

This position works closely with customers, service technicians, office staff, and management to help schedule service calls, communicate appointment information, maintain accurate work orders, coordinate follow-up work, and keep the daily service schedule organized.

The ideal candidate is comfortable working in a fast-paced environment, can handle multiple priorities at once, communicates professionally with customers, and takes ownership of tasks through completion.

Experience in HVAC, plumbing, heating, fuel delivery, home services, dispatch, or a similar service business is preferred but not required for a strong candidate.

Responsibilities

• Answer incoming customer calls related to heating, HVAC, and service needs
• Gather accurate information regarding customer concerns and equipment
• Schedule service appointments and preventative maintenance
• Coordinate daily technician schedules
• Communicate appointment windows and schedule changes with customers
• Maintain communication with technicians throughout the workday
• Create and maintain accurate service work orders
• Review technician notes and identify jobs requiring follow-up
• Track open service calls and outstanding work
• Coordinate return visits when additional work is required
• Assist with tracking parts and equipment needed for service work
• Communicate with customers regarding parts, scheduling, and job status
• Help ensure completed work orders contain the information necessary for billing
• Maintain accurate customer and equipment information
• Assist with service-contract and maintenance scheduling
• Help prioritize urgent and emergency service requests
• Communicate important service issues to management
• Perform general office and customer-service duties as needed

Qualifications

Required

• Strong customer-service and communication skills
• Excellent organizational skills
• Ability to manage multiple tasks and changing priorities
• Comfortable speaking with customers by phone
• Strong attention to detail
• Basic computer proficiency
• Dependable attendance
• Ability to work well with technicians and office staff
• Ability to take ownership of tasks and follow them through completion

Preferred

• Previous customer-service experience
• Dispatch or scheduling experience
• HVAC, plumbing, heating, fuel-delivery, or home-service industry experience
• Experience scheduling field technicians
• Familiarity with boilers, furnaces, HVAC equipment, or mechanical terminology
• Experience with CRM, dispatch, ERP, or field-service software

Schedule

• Full-time
• Monday through Friday
• Daytime office position
• Additional hours may occasionally be required during peak heating season

Compensation & Benefits

• $23.00–$27.00 per hour depending on experience
• Full-time, year-round employment
• Paid holidays
• Paid time off
• Health insurance options
• Stable daytime schedule
• Opportunity for increased responsibility and advancement as the company grows

What We Are Looking For

We are looking for someone who is:

• Organized
• Reliable
• Professional
• Comfortable handling a busy phone
• Able to stay calm when schedules change
• Good at following up
• Detail-oriented
• Comfortable communicating with both customers and technicians
• Willing to learn the heating and HVAC service business

Upstate Energy is a locally owned and growing fuel and HVAC company serving customers throughout the Hudson Valley.