Customer Service Representative

Job DescriptionJob DescriptionCustomer Service Representative – Keep Turnbull Heating Air Operations Running Smoothly
Job OverviewCompany: Turnbull Heating & Air Salary/Pay Rate: $20 - $25 per hourLocation: Rochester, NY (Onsite)Job/Employment Type: Full TimeProject Scope: Residential and Commercial HVAC OperationsMandatory Licences & Certifications: None Required
The OpportunityTurnbull 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 ImpactAnswer incoming customer calls, emails, and inquiries in a professional and friendly mannerSchedule and coordinate HVAC service and maintenance appointmentsListen to customers, understand their needs, and provide helpful solutionsResidential 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 necessaryConfirm appointments and communicate schedule changes with customersFollow up with customers regarding completed services, estimates, and future appointmentsMaintain accurate customer information and service recordsCommunicate with technicians and internal team members to ensure smooth daily operationsHandle customer concerns professionally and work toward timely resolutionsProvide information about services, maintenance plans, and company offeringsHelp keep the schedule organized and maximize technician efficiencyDeliver an exceptional customer experience at every interaction

Required Qualifications & ExperiencePrevious customer service, call center, scheduling, dispatch, or office experience preferredExcellent verbal and written communication skillsFriendly, professional, and positive attitudeStrong organizational and multitasking abilitiesComfortable handling a high volume of calls and customer interactionsAbility to remain calm and professional when dealing with upset or frustrated customersStrong attention to detail and follow-throughComfortable learning HVAC terminology, services, and processesBasic computer skills and ability to learn scheduling and customer management softwareReliable, dependable, and willing to be a team player
Compensation & Benefits401(k) retirement savings program.Comprehensive health, dental, and vision insurance.Weekly pay cycle with overtime and commission potential.Paid time off including vacation, sick time, and recognized holidays.Paid parental leave for maternity and paternity.Robust referral bonus and project completion bonus programs.Continuous safety, manufacturer, and technical training opportunities.Uniforms provided and access to exclusive company events.
About UsTurnbull Heating & Air is your trusted HVAC partner serving Rochester, Buffalo, and Syracuse, NY. We are a premier service provider committed to delivering superior quality, safety, and customer satisfaction. Our mission is to set the industry standard in technical excellence while fostering a workplace culture defined by integrity, innovation, respect, and sustainability.
Equal Employment Opportunity StatementWe are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.Ready to elevate your HVAC career with a company that values specialization, safety, and integrity? Apply today and become part of the Turnbull Heating Air team.