Customer Service Representative

Hickory; New York (NY); On-site; USD 50,000 - 75,000; Full time

Job summary

Hickory is seeking a proactive Customer Service Representative to join our team in New York. You’ll help manage the top of the sales funnel by handling inbound requests from residential and commercial customers, guiding them to the right next step, and coordinating with local sales managers.

You’ll be on the phone and via email with 50+ new leads daily, delivering a friendly, empathetic experience, logging every interaction in the CRM, and ensuring accurate data and follow-through.

Qualifications

• 3-5 years experience in customer service, a call center, inside sales, or a similar customer-facing role.
• Comfortable making and receiving a high volume of phone calls.
• Strong verbal and written communication skills to explain things clearly and confidently to customers.
• Technology is a core competency; strong computer skills and the ability to learn our CRM quickly.
• Strong attention to detail and accurate data entry.
• Reliable, punctual, and able to follow structured processes.
• Bilingual (English/Spanish) is a plus.

Responsibilities

• Answer inbound calls, emails, and web inquiries from residential and commercial customers.
• Listen carefully to customer concerns and ask clarifying questions to route the call or book a survey.
• Provide clear information about our services, availability, and basic pricing ranges when appropriate.
• Deliver a professional, friendly, and empathetic experience on every interaction.
• Route leads to the right salesperson and communicate with local sales managers daily.
• Keep the CRM clean by logging every call, updating deal stages accurately, and flag bad leads with notes.

Skills

Verbal communication

Written communication

Attention to detail

Punctuality

Organizational skills

Bilingual English/Spanish

Tools

ServiceTitan CRM

Pipedrive

Job description

Hickory partners with craftsmen and business owners who build their reputations one job, one hard-earned milestone at a time. Our mission is to create enduring partnerships that last a lifetime, not just for the next 5 years.

Hickory is a values-driven organization - and that’s not a hashtag. We are driven by a simple commitment to take care of the people at the front lines of service and to bring comfort and peace of mind to the customers who trust us with their homes.

About the role

You’ll join a team that owns the top of our sales funnel. That means every lead that comes in through marketing, service tech turnovers, and referrals flows through you before it reaches a salesperson.

Our CSRs are the first voices a homeowner hears when they’re thinking about replacing their HVAC system or requesting maintenance. These conversations set the tone for everything that follows.

We need someone who’s genuinely good on the phone, organized enough to handle 50+ new leads a day, and motivated by turning a warm inquiry into a booked in-home appointment.

What You'll Do

• Answer inbound calls, emails, and web inquiries from residential and commercial customers
• Listen carefully to customer concerns (i.e. comfort issues, maintenance needs, quote requests) and ask clarifying questions to route the call or book a survey
• Provide clear information about our services, availability, and basic pricing ranges, when appropriate
• Deliver a professional, friendly, and empathetic experience on every interaction
• Route leads to the right salesperson and communicate with local sales managers on a daily basis
• Keep the CRM clean by logging every call, updating deal stages accurately, and flag bad leads with appropriate notes

The ideal candidate

• 3-5 years experience in customer service, a call center, inside sales, or a similar customer-facing role Comfortable making and receiving a high volume of phone calls
• Strong verbal and written communication skills to explain things clearly and confidently to customers
• Technology is a core competency. Strong computer skills and the ability to quickly learn new systems, including our CRM, are essential
• Strong attention to detail and accurate data entry
• Reliable, punctual, and able to follow structured processes
• Bilingual (English/Spanish) is a plus

Big plus if you bring this experience

• Client-facing role in the HVAC or home services sector
• Familiarity with CRM or scheduling software including as ServiceTitan or Pipedrive
• Bilingual in English and Spanish

Compensation:

$50,000-$75,000 base + monthly commission

This job description is intended to outline the general nature and level of work associated with this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities may evolve, and Hickory reserves the right to modify work assignments, responsibilities, and schedules as business needs change.

The minimum and maximum full-time annual compensation for this role are listed below. Please note that this salary information refers to the amount Hickory is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Hickory is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.