HVAC Service Coordinator & Customer Care

Upstate Energy; Modena (NY); On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Paid holidays

Paid time off

Health insurance options

Stable daytime schedule

Advancement opportunities

Job summary

Upstate Energy is seeking a dependable Customer Service Representative to support our busy heating and HVAC service department in Modena, NY. You will handle calls, schedule service, and coordinate daily technician activity to ensure timely, accurate work orders.

The role emphasizes professional communication with customers, technicians, and management, with opportunities for growth and a stable daytime schedule in a full-time position.

Qualifications

• Strong customer-service and communication skills.
• Excellent organizational skills.
• Ability to manage multiple tasks and changing priorities.
• Comfortable speaking with customers by phone.
• Strong attention to detail.
• Basic computer proficiency.
• Dependable attendance.
• Ability to work well with technicians and office staff.
• Ability to take ownership of tasks and follow them through completion.

Responsibilities

• Answer incoming customer calls related to heating, HVAC, and service needs.
• Gather accurate information regarding customer concerns and equipment.
• Schedule service appointments and preventative maintenance.
• Coordinate daily technician schedules.
• Communicate appointment windows and schedule changes with customers.
• Maintain communication with technicians throughout the workday.
• Create and maintain accurate service work orders.
• Review technician notes and identify jobs requiring follow-up.
• Track open service calls and outstanding work.
• Coordinate return visits when additional work is required.
• Assist with tracking parts and equipment needed for service work.
• Communicate with customers regarding parts, scheduling, and job status.
• Help ensure completed work orders contain the information necessary for billing.
• Maintain accurate customer and equipment information.
• Assist with service-contract and maintenance scheduling.
• Help prioritize urgent and emergency service requests.
• Communicate important service issues to management.
• Perform general office and customer-service duties as needed.

Skills

Customer service

Communication

Organization

Multitasking

Phone etiquette

Attention to detail

Basic computer skills

Dependable attendance

Team collaboration

Ownership

Tools

CRM software

Dispatch software

ERP software

Job description

Upstate Energy is seeking a dependable Customer Service Representative to support our busy heating and HVAC service department in Modena, NY. You will handle calls, schedule service, and coordinate daily technician activity to ensure timely, accurate work orders.

The role emphasizes professional communication with customers, technicians, and management, with opportunities for growth and a stable daytime schedule in a full-time position.