HVAC Customer Support & Scheduling Specialist

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

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.