Customer Service Representative

The Contractor Consultants; City of Rochester (NY); On-site; USD 57,859,000 - 71,635,000; Full time

Benefits offered by this job

401(k)

Health insurance

Paid time off

Parental leave

Referral bonus

Training opportunities

Uniforms provided

Job summary

Turnbull Heating & Air is seeking a Customer Service Representative in Rochester, NY to be a frontline contact for scheduling service, answering questions, and coordinating appointments. You’ll support residential and commercial HVAC operations, ensuring a smooth customer journey from initial call through service completion.

The role emphasizes professional communication, organization, and the ability to handle high call volumes while delivering excellent service.

Qualifications

• Previous customer service, call center, scheduling, dispatch, or office experience preferred.
• Excellent verbal and written communication skills.
• Friendly, professional, and positive attitude.
• Strong organizational and multitasking abilities.
• Comfortable handling a high volume of calls and customer interactions.
• Ability to remain calm and professional when dealing with upset or frustrated customers.
• Basic computer skills and ability to learn scheduling and customer management software.

Responsibilities

• Answer incoming customer calls, emails, and inquiries in a professional and friendly manner.
• Schedule and coordinate HVAC service and maintenance appointments.
• Listen to customers, understand their needs, and provide helpful solutions.
• Residential lead coordination (Scheduling sales appointments for sales/PMs).
• Dispatch and coordinate technicians based on customer needs and availability.
• On-Call Dispatch Rotation - Taking after-hours residential service calls and dispatching the on-call technician.
• Confirm appointments and communicate schedule changes with customers.
• Follow up with customers regarding completed services, estimates, and future appointments.
• Maintain accurate customer information and service records.
• Communicate with technicians and internal team members to ensure smooth daily operations.
• Handle customer concerns professionally and work toward timely resolutions.
• Provide information about services, maintenance plans, and company offerings.
• Help keep the schedule organized and maximize technician efficiency.
• Deliver an exceptional customer experience at every interaction.

Skills

Customer service

Communication

Scheduling

Dispatch

Organizational skills

Multitasking

Phone etiquette

Job description

Customer Service Representative – Keep Turnbull Heating Air Operations Running Smoothly

Job Overview

• Company: Turnbull Heating & Air
• Salary/Pay Rate: $20 - $25 per hour
• Location: Rochester, NY (Onsite)
• Job/Employment Type: Full Time
• Project Scope: Residential and Commercial HVAC Operations
• Mandatory Licences & Certifications: None Required

The Opportunity

Turnbull 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 Impact

• Answer incoming customer calls, emails, and inquiries in a professional and friendly manner
• Schedule and coordinate HVAC service and maintenance appointments
• Listen to customers, understand their needs, and provide helpful solutions
• Residential 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 necessary
• Confirm appointments and communicate schedule changes with customers
• Follow up with customers regarding completed services, estimates, and future appointments
• Maintain accurate customer information and service records
• Communicate with technicians and internal team members to ensure smooth daily operations
• Handle customer concerns professionally and work toward timely resolutions
• Provide information about services, maintenance plans, and company offerings
• Help keep the schedule organized and maximize technician efficiency
• Deliver an exceptional customer experience at every interaction

Required Qualifications & Experience

• Previous customer service, call center, scheduling, dispatch, or office experience preferred
• Excellent verbal and written communication skills
• Friendly, professional, and positive attitude
• Strong organizational and multitasking abilities
• Comfortable handling a high volume of calls and customer interactions
• Ability to remain calm and professional when dealing with upset or frustrated customers
• Strong attention to detail and follow-through
• Comfortable learning HVAC terminology, services, and processes
• Basic computer skills and ability to learn scheduling and customer management software
• Reliable, dependable, and willing to be a team player

Compensation & Benefits

• 401(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 Us

Turnbull 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 Statement

We 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.