Customer Experience Specialist

TurnPoint Services; City of Rochester (NY); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

401(k) matching

Paid Holidays

Paid Sick Time & Vacation

Incentive Bonuses

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance (50K)

Job summary

John Betlem Heating & Cooling in Rochester, NY, is hiring a Customer Experience Specialist. You will handle calls about heating, cooling, electrical services, or insulation, assess customer needs, and coordinate with office staff and technicians to resolve issues and keep customers comfortable at home.

This role emphasizes 100% customer satisfaction and offers comprehensive benefits, paid time off, and a path for career growth within TurnPoint Services.

Qualifications

• Upbeat, self-motivated and reliable; takes ownership over responsibilities.
• Experience in HVAC, plumbing, electrical services, or construction is a plus.
• Excellent verbal and written communication; proficient in MS Office and CRM.

Responsibilities

• Answer inbound customer calls in a fast-paced environment.
• Empathize with customers’ plumbing, HVAC, and electrical needs and guide them to solutions.
• Book appointments in CRM and provide basic service information.
• Make outbound calls to schedule service calls and renew memberships.
• Follow scripts to ensure a consistent customer experience.

Skills

Customer service

CRM software

Microsoft Office

Communication skills

Typing

Sales skills

Multitasking

Tools

CRM system

MS Office Suite

Job description

Brand Overview

John Betlem Heating & Cooling has been serving New York families since 1941. With over 80 years of trusted service, John Betlem is one of the most established and respected names in the region. Known for award-winning care, John Betlem continues to set the standard for excellence. As part of TurnPoint Services, John Betlem employees gain access to the latest training, career mobility, and leadership opportunities. Our culture blends tradition, teamwork, and innovation. Join John Betlem HAC — where New York tradition meets national opportunity.

Role Overview

Customer Experience Specialist (2025-1199)

Job description:

If you love helping people and you want to build a rewarding career doing what you love every day, John Betlem Heating, Cooling, Electrical, and Insulation is the place for you. We have an immediate opening for a Customer Experience Specialist When our customers call because they need help with their heating, air conditioning, electrical service, or insulation, you'll be the one to talk to them, assess their needs, calm their nerves if necessary, and get them started on a solution. You'll work with our talented, dedicated office staff and technicians to solve our customers' problems and make them comfortable in their homes. And you'll play a critical role in our commitment to achieve 100% customer satisfaction. Every time.

What's in it for you?

You'll gain vital customer relations skills and experience. And that's important to your future in any job, any business. Once you're working for John Betlem, you'll learn our company and our industry from the ground up. And you'll have opportunities to move up. We firmly believe in rewarding our best employees and promoting from within. And you'll get great benefits, including:

• $20-$22 (hourly + bonus!)
• Paid Holidays
• Paid Sick Time & Vacation
• Incentive Bonuses
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 50K Life Insurance Policy free
• Parental Leave (including Paternity)
• 401(k) matching
• A team that’s more like family

Shift: 4 weekdays 9:00 am - 6:00 pm, and 1 Saturday from 7:30 am - 4:30 pm

Job Duties:

• Answer inbound customer calls in a fast-paced environment
• Empathize & understand customers’ urgent plumbing, HVAC, and electrical problems
• Book the customer’s appointment in CRM
• Answer customer questions and provide basic service information
• Make outbound calls to schedule service calls
• Sell and renew memberships
• Follow scripting to provide consistent experience for clients
• Cross-promote various trade services to customers
• Communicate with customers via chat or email
• Complete any responsibilities assigned by manager
• Participate in administrative tasks, communication, and coordination with internal departments
• Be prepared to complete other duties that are delegated on an as needed basis.

Requirements:

• You’re an upbeat, self-motivated person who loves helping people get the support they need
• Previous experience in HVAC, plumbing, electrical services, or construction a plus
• Excellent communication skills, both verbal and written
• Ability to multitask in a fast-paced environment
• Exceptional customer service and phone skills
• Strong attention to detail with problem-solving capabilities
• Strong listening and sales skills
• Ability to achieve target goal
• Proficiency in Microsoft Office and CRM software
• Proficient at typing & comfortable with computers
• Most importantly, you must truly understand what it means to be a professional - to be reliable, take ownership over your role and responsibilities, and be someone the team can count on

Come see for yourself why we've been voted one of the Top Places to Work and one of the Top 100 Growing Companies in Rochester, NY. And why we were a runner-up for the ETHIE Award from the Rochester Area Business Ethics Foundation.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.

Job Type: Full-time

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Experience

• Customer Service or Call Center: 1 year (Preferred)

Work Location: In person

Why You'll Love Working Here

• Comprehensive Benefits: Medical, dental, and vision coverage; a 401(k) plan with company match; paid parental leave; PTO; company-paid holidays; life and disability insurance; accident, critical illness, and hospital indemnity coverage; and access to voluntary benefits such as pet insurance and identity/fraud protection - everything you need to support yourself and your family.
• Real Growth Opportunities: With more than 60+ strong local brands behind you, you’ll have the chance to grow your skills, take on new responsibilities, and build a long-term career.
• A Culture with Heart: We lead with teamwork, respect, and integrity. Every voice matters, and every contribution fuels our shared success.
• Purpose-Driven Work: Every role — in the field, office, or leadership — makes a real impact by helping families and communities stay safe and comfortable.
• Competitive Rewards: Strong pay, solid benefits, and recognition programs designed to celebrate craftsmanship, commitment, and exceptional performance.
• Clear Career Paths: From apprentice and entry-level roles to expert technicians, office leaders, and GMs — you’ll always know where you can grow next.
• Training & Development: Hands-on technical instruction, leadership pathways, and continuous learning through our Apprenticeship Academy and brand-level coaching.
• Modern Tools & Technology: Advanced diagnostics, digital tools, and quality equipment that help you work safer, smarter, and more efficiently.
• Safety First: A safety-first mindset built into every process so you go home safely every day.
• Inclusive & Supportive Environment: We welcome all backgrounds and empower every employee to bring their best.
• Stable & Reliable: The strength of a national platform with the trust of long-standing local brands means your career is secure and supported.
• Community Impact: Your work strengthens local neighborhoods and supports families in meaningful, practical ways.

Pay Range

USD $20.00 - USD $22.00 /Hr.

EEO Statement

Equal Opportunity Employer

We are an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or other status protected by applicable federal, state, or local law.