Customer Service Representative

Sila Services; City of Middletown (NY); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

Paid time off

401(k) match

Training & development

Career growth

Team environment

Job summary

Astar Heating, Cooling, Plumbing & Electrical in Middletown, NY is hiring a Customer Service Representative to be the first point of contact for homeowners needing help. You’ll handle calls, schedule service, and ensure every interaction is professional and caring.

The role emphasizes phone-based communication, fast-paced problem solving, and teamwork with dispatchers and technicians to deliver timely service.

Qualifications

• Previous customer service, call center, scheduling, or similar experience preferred.
• Comfortable spending a significant portion of the day on the phone.
• Strong verbal and written communication skills.
• Friendly, professional, and confident when speaking with customers.
• Ability to stay calm with frustrated customers.
• Attention to detail and strong organization.
• Experience with ServiceTitan or similar CRM is a plus.
• Experience in home services is a plus.

Responsibilities

• Answer inbound calls, texts, and service inquiries professionally.
• Listen to customers’ needs and identify appropriate service.
• Schedule and book service appointments accurately.
• Convert inquiries into booked service calls while delivering great service.
• Make outbound calls for appointment scheduling and follow-up.
• Confirm customer information and appointment details.
• Update customer records and document conversations.
• Coordinate with dispatchers and technicians to ensure timely service.
• Keep customers informed when appointment times change.
• Follow up on missed calls and open opportunities.
• Escalate and resolve customer concerns as needed.
• Promote maintenance memberships and campaigns.
• Manage multiple contacts and priorities with attention to detail.

Skills

Customer service experience

Phone communication

Organization

Multitasking

Team player

Tools

ServiceTitan

Job description

Customer Service Representative

Astar Heating, Cooling, Plumbing & Electrical – Middletown, NY

If you’re great with people, confident on the phone, and know how to stay organized when things get busy, Astar Heating, Cooling, Plumbing & Electrical wants to hear from you.

We’re looking for a Customer Service Representative to join our team in Middletown, NY. You’ll often be the first person our customers speak with when they need help with their home. Whether they have no heat, a plumbing issue, an electrical problem, or simply need to schedule routine service, your job is to make sure they feel heard, supported, and taken care of.

This is a fast-paced, phone-focused position for someone who communicates well, stays organized, and takes ownership of the customer experience.

What You’ll Do

• Answer inbound customer calls, texts, and service inquiries in a friendly and professional manner

• Listen to customers’ needs and help identify the appropriate service

• Schedule and book service appointments accurately

• Convert inbound opportunities into booked service calls while delivering an excellent customer experience

• Make outbound calls for appointment scheduling, follow-up, and other service-related needs

• Confirm customer information, service addresses, and appointment details

• Clearly communicate appointment expectations and next steps

• Update customer records and document conversations accurately

• Work closely with dispatchers, technicians, and other team members to help ensure customers receive timely service

• Keep customers informed when appointment times or schedules change

• Follow up on missed calls, open opportunities, and customers who may still need service

• Help resolve customer concerns professionally and escalated issues when appropriate

• Support membership, maintenance, and promotional campaigns by communicating available service options to customers

• Manage multiple calls, customers, and priorities while maintaining strong attention to detail

What We’re Looking For

• Previous customer service, call center, scheduling, or similar experience preferred

• Comfortable spending a significant portion of the day on the phone

• Strong verbal and written communication skills

• Friendly, professional, and confident when speaking with customers

• Ability to remain calm and helpful when customers are frustrated or dealing with an urgent home-service issue

• Strong organization and attention to detail

• Comfortable working in a fast-paced environment with changing priorities

• Ability to multitask while maintaining accurate customer information

• Dependable, team-oriented, and willing to take ownership of responsibilities

• Experience with ServiceTitan or another field-service/customer management system is a plus

• Experience in HVAC, plumbing, electrical, home services, or another service-based industry is a plus

Why Join Astar?

We don't just offer jobs—we build careers. Here’s why you’ll love being part of our team:

Competitive Compensation: We believe in rewarding great people for great work.

Comprehensive Health Benefits: Affordable, high-quality health, dental, and vision insurance options to help keep you and your family covered.

Paid Time Off: Take the time you need to recharge with paid time off.

401(k) Plan with Company Match: Build toward your future with a competitive retirement plan and company match.

Training and Development Opportunities: We provide the tools, coaching, and support you need to continue growing your career.

Career Growth: Strong performers have opportunities to take on additional responsibility and advance as our organization grows.

Supportive Team Environment: Work alongside a team focused on delivering a great experience for both our customers and one another.

About Astar Heating, Cooling, Plumbing & Electrical

Astar Heating, Cooling, Plumbing & Electrical serves homeowners with dependable heating, cooling, plumbing, and electrical services. Our Customer Service Representatives play an important role in making sure every customer interaction starts with professionalism, urgency, and genuine care.

If you enjoy helping people, thrive in a busy environment, and want to build a career with a growing home-services organization, we’d love to meet you.

$20 - $24 an hour