Customer Service Representative

Tropical Heating; City of Niagara Falls (NY); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Advancement opportunities

Family-friendly workplace culture

Job summary

Tropical Heating & Cooling is a family-owned HVAC company serving Western New York since 2013. We are hiring for a full-time office/customer service role. No experience required—we’ll train you on our systems.

You’ll answer calls, schedule service, coordinate with technicians, and handle billing while building lasting customer relationships. Ideal candidates have a high school diploma or equivalent, excellent phone manners, strong computer skills, and a customer-service mindset.

Qualifications

• Excellent phone manner and communication skills.
• Strong computer skills and ability to learn new software.
• Detail-oriented with good organizational abilities.
• Customer service mindset with patience and problem-solving skills.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Answer incoming phone calls and respond to customer inquiries
• Schedule service appointments and maintenance visits
• Coordinate with field technicians for service routing and logistics
• Perform follow-up calls after service visits to ensure customer satisfaction
• Process service requests and maintain accurate customer records
• Handle billing inquiries and payment processing
• Assist with warranty claims and manufacturer communications
• Support office administrative tasks as needed
• Maintain customer database and update service history
• Assist customers with understanding maintenance programs and services

Skills

Customer service

Communication skills

Computer skills

Detail-oriented

Multitasking

Punctuality

Education

High school diploma or equivalent

Tools

Scheduling software

CRM systems

Job description

Tropical Heating & Cooling is a family-owned HVAC company proudly serving Western New York since 2013. In an industry increasingly dominated by national corporations buying out local businesses, we remain steadfastly independent – we’re still here, still us, and still family-operated.

• Answer incoming phone calls and respond to customer inquiries
• Schedule service appointments and maintenance visits
• Coordinate with field technicians for service routing and logistics
• Perform follow-up calls after service visits to ensure customer satisfaction
• Process service requests and maintain accurate customer records
• Handle billing inquiries and payment processing
• Assist with warranty claims and manufacturer communications
• Support office administrative tasks as needed
• Maintain customer database and update service history
• Assist customers with understanding maintenance programs and services
• No experience required – we’ll train you on our systems!
• High school diploma or equivalent
• Excellent phone manner and communication skills
• Strong computer skills and ability to learn new software
• Detail-oriented with good organizational abilities
• Customer service mindset with patience and problem-solving skills
• Ability to multitask in a fast-paced environment
• Professional appearance and demeanor
• Reliable and punctual with strong work ethic

Preferred Qualifications

• Previous customer service or office experience
• Experience with scheduling software or CRM systems
• Basic understanding of HVAC systems and terminology
• Comprehensive training on company procedures and HVAC basics
• Paid time off
• Health insurance
• Supportive team environment
• Opportunities for advancement within the company
• Family-friendly workplace culture

Training & Development

• Complete orientation on company values and procedures
• Training on HVAC basics to better assist customers
• Software training for scheduling and customer management systems

Potential advancement to Office Manager, Administrative roles, or cross-training in other departments. We believe in promoting from within and supporting career development.

Schedule

Full-time position, Monday through Friday with occasional Saturday coverage during peak seasons. Standard business hours with some flexibility.

Join the heart of our customer service team!

Be the friendly voice that represents our family business and helps build lasting relationships with our customers.