Customer Service Representative

Yellowstone Local; Village of Freeport (NY); On-site; USD 34,000 - 44,000; Full time

Job summary

Pam Air Services, LLC is seeking a Customer Service Representative to be the first voice homeowners hear when contacting us about HVAC needs. You will own the customer intake experience, convert inquiries to booked appointments, and maintain CRM accuracy.

This is an in-office, full-time role on Long Island, with a strong emphasis on service excellence and sales collaboration. You will handle high call volumes, provide pricing ranges, and coordinate with sales managers to route leads.

Qualifications

• 3-5+ years of customer service, call center, insider sales, or similar customer-facing experience.
• Comfortable making and receiving a high volume of phone calls (50+ leads/day).
• Strong verbal and written communication skills; professional, warm, and clear.

Responsibilities

• Answer inbound calls, emails, and web inquiries from residential customers with urgency.
• Route leads to the right salesperson and update CRM with notes and deal stages.
• De-escalate customer issues and resolve with empathy and professionalism.

Skills

Customer service

Phone handling

Verbal/written communication

CRM proficiency

Team coordination

Tools

ServiceTitan

Pipedrive

Job description

Yellowstone Local is proud to represent Pam Air Services, a Hickory Company, an industry leader in residential HVAC.

At Pam Air Services, great service isn’t just what we do, it’s how we build lasting relationships. For decades, we’ve been the trusted name in residential HVAC across Long Island. We’re looking for a Customer Service Representative who will be the first voice a homeowner hears, someone who combines genuine service instincts, phone discipline, and organizational precision to own the top of our sales funnel.

In this role, you won’t just answer phones. You’ll own the entire customer intake experience, converting every inbound inquiry into a booked appointment, keeping the CRM accurate and up to date, and setting the tone for every sale that follows.

What’s in It for You?

• Top Pay: $25-$32 per hour, plus commission on membership sales, very high membership opportunity

• Full Benefits: Medical, dental, and vision through United Healthcare; 401(k) with company match; paid vacation, sick time, and holidays

• Growth Path: Join Hickory’s centralized services team with visibility across multiple HVAC brands and a clear track for advancement

• Training & Support: Paid training, weekly classes at our in-house training center, and company-sponsored certifications

• Strong Culture: Values-led, employee-first, and mission-driven, every day

Why You’ll Love It Here

• Mission-Driven: We’re on a path to become the Northeast’s largest clean heat installation and service company.

• Purpose & Values-Led: Our business is powered by values we live: Put Employees First, Treat Everyone with Respect, Delight Customers, Raise the Bar, and Get Things Done.

• Trusted Brand: Pam Air Services’ reputation for excellence spans decades in residential HVAC on Long Island.

• Advisor Culture: We don’t want order-takers. We want people who coach, educate, and build trust with every customer interaction.

Your Role: Customer Service Representative

You’ll join a team that owns the top of our sales funnel. 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, and these conversations set the tone for everything that follows. As a frontline representative, you will:

• Answer inbound calls, emails, and web inquiries from residential customers with urgency, no unanswered voicemails, no unread messages

• Listen carefully to customer concerns, comfort issues, maintenance needs, quote requests, and ask the right clarifying questions to route the call or book a survey

• Provide clear information about services, availability, and basic pricing ranges when appropriate

• Deliver a professional, friendly, and empathetic experience on every interaction, you set the tone for the entire sale

• Route leads to the right salesperson and communicate with local sales managers on a daily basis

• Keep the CRM accurate and up to date by logging every call, updating deal stages accurately, and flagging bad leads with appropriate notes

• De-escalate customer complaints and resolve issues with empathy and professionalism

• Track and report on individual call volume, booking rates, and conversion goals to team and leadership

• Adhere to and help build best practices for the customer service function

• Other duties as assigned

• 3-5+ years of customer service, call center, inside sales, or similar customer-facing experience.

• Comfortable making and receiving a high volume of phone calls. 50+ leads a day is a normal day here.

• Strong verbal and written communication skills. Professional, warm, and clear.

• 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 a commitment to maintaining accurate, up-to-date CRM records.

• Experience with CRM or scheduling software; ServiceTitan or Pipedrive a plus.

• Reliable, punctual, and able to follow structured processes in a fast-paced, high-call-volume environment.

• Bilingual (English/Spanish) is a plus.

• Full-time, in-office availability required; limited PTO during peak summer season (June-August).

• Alignment with our core values, you lead with integrity and a get-it-done mindset.

Pam Air Services, LLC, is an Equal Opportunity Employer. We welcome applicants from all backgrounds and experiences, regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.