Customer Service Representative

Heartland Home Services; Town of Macomb (NY); On-site; USD 33,000 - 45,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Heartland Home Services in New York is seeking a Customer Service Representative to handle inquiries via phone, email, live chat, and in person, and to provide product information. You will work to resolve issues, process orders, and maintain accurate records with a focus on customer satisfaction.

The role requires strong communication, problem solving, and empathy, with opportunities to grow in a supportive environment and competitive benefits.

Qualifications

• High school diploma or equivalent; higher degrees preferred.
• 1+ year of customer service experience preferred.
• Familiarity with CRM software and call center tools.
• Basic computer skills (Microsoft Office, email, data entry).

Responsibilities

• Respond to customer inquiries via phone, email, live chat, or in person.
• Resolve product or service issues by clarifying concerns and determining solutions.
• Process orders, returns, exchanges, and refunds.
• Maintain accurate customer records and update account information.
• Escalate complex issues to appropriate departments when necessary.
• Follow up with customers to ensure resolution and satisfaction.
• Provide product and service information to customers.
• Meet performance metrics such as response time, resolution time, and customer satisfaction.

Skills

Verbal communication

Written communication

Problem solving

Active listening

Multitasking

Customer empathy

Attention to detail

Education

High school diploma

Associate's or Bachelor's degree preferred

Tools

CRM software

Call center tools

Microsoft Office

Email systems

Job description

Job Description: Job description: Customer Service Representative

Key Responsibilities

• Respond to customer inquiries via phone, email, live chat, or in person.
• Resolve product or service issues by clarifying customer concerns and determining appropriate solutions.
• Process orders, returns, exchanges, and refunds.
• Maintain accurate customer records and update account information.
• Escalate complex issues to appropriate departments when necessary.
• Follow up with customers to ensure resolution and satisfaction.
• Provide product and service information to customers.
• Meet performance metrics such as response time, resolution time, and customer satisfaction.

Required Qualifications

• High school diploma or equivalent (Associate's or Bachelor's degree preferred).
• Previous customer service experience preferred (1+ years).
• Familiarity with customer support software, CRM systems, or call center tools.
• Basic computer skills (Microsoft Office, email systems, data entry).

Skills & Competencies

• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Active listening skills and empathy.
• Ability to multitask and manage time effectively.
• Patience and professionalism under pressure.
• Attention to detail and accuracy.

Work Environment

Office or call center setting. May involve sitting for extended periods. Possible evening, weekend, or holiday shifts depending on business needs. Must be available to work a minimum of two (2) Saturdays per month. Must be available to close at least two (2) evenings per week based on business needs and scheduling requirements.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location

In Person

Heartland Home Service is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our dedication to unmatched customer service begins with hiring the most talented and motivated team in the business. We offer competitive benefits, employee perks, and many opportunities to advance your career. Our extensive ongoing training means that your skills will exceed industry standards. We trust our in-house team's knowledge and talent, so we hire HVAC technicians and electricians we can rely on.