Customer Service Representative

Job Description: Isaac Heating & Air Conditioning is seeking a Customer Service Representative for their Rochester, NY, location. The customer service representative plays a crucial role in the organization by directly interacting with customers, ensuring exceptional customer service, and fostering positive interactions with all callers. This position would be ideal for a flexible individual who communicates clearly and concisely with high attention to detail.

This position will train Monday-Friday from 7am-4pm for 2-3 weeks, then will have the following schedule:

• Monday: 12pm-9pm
• Tuesday: OFF
• Wednesday: OFF
• Thursday-Sunday: 12pm-9pm

Summary: For over 75 years, Isaac Heating and Air Conditioning has worked diligently to meet the changing heating and air conditioning needs of homeowners and businesses in Upstate and Central New York. Isaac is one of the nation's largest privately held HVAC/R contractors and services over 35,000 clients a year. Creating an enjoyable experience met with anticipation results in an environment where our team, clients, and community can comfortably grow, prosper, succeed, and improve their quality of life. Isaac partners with leading HVAC and plumbing companies throughout the United States, providing the support and resources of a large national company.

Responsibilities:

• Answer or make calls to clients to learn about and address their needs, concerns, or other questions about products or services.
• Respond efficiently and accurately, engaging in active listening to callers to provide assistance while helping them feel supported and valued.
• Schedule or update appointments in the computer system.
• Document clear and concise notes in clients’ profiles in order to communicate precisely to the technicians and technical leadership team.
• Understand and strive to meet Contact Center metrics while providing excellent customer service.

Job Qualifications:

• High school diploma or equivalent required
• Minimum of 1 year of customer service experience
• Call center experience preferred

Competencies:

• Strong multitasking abilities
• Excellent written, verbal, and active listening skills
• Strong administrative skills
• Strong organizational skills
• Ability to work individually and as part of a team
• Problem-solving skills

What can we offer you?

• Opportunities for Advancement within a Growing Organization
• Paid Time Off
• Medical, Dental, and Vision
• Company-provided training

The starting hourly base wage for this position is $19.00 to $22.00. This is the range of the base pay only; it does not include other components that make up the total compensation package of the position. If offered a position, your total compensation package will be determined by experience, location, skills, and/or education, which may result in a total compensation package that falls outside of the provided range.

Isaac Heating & Air Conditioning (subsidiaries and affiliates) is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy, or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state, or local law.