Residential Customer Service Representative

NOCO Energy Corp.; City of Tonawanda (NY); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Competitive pay

Medical insurance

Dental plan

Vision plan

Life insurance

Short-term disability

401(k) match

Health savings account

Paid time off

Holidays

Employee assistance

Training

Safety incentives

Years of service incentives

Job summary

NOCO Energy Corp. in Tonawanda, NY is seeking a Residential Customer Service Representative to support customers via phone, email and chat, process orders, and coordinate with technicians and staff to resolve issues.

You will communicate with customers, provide product and service information, and help ensure timely, accurate service delivery in a fast-paced environment. A high school diploma and 2–3 years of customer service experience are preferred, with strong communication and computer

Qualifications

• High school diploma or equivalent required.
• 2-3 years of customer service experience preferred, ideally in HVAC or related industry.
• Excellent communication and active listening skills.
• Proficient computer skills; ability to learn new software quickly.
• Ability to handle high-volume calls with professionalism and courtesy.

Responsibilities

• Interact with customers via telephone, email, or online chat to provide support and information on products or services.
• Work directly with customers to provide solutions and recommend home products and services to fit their needs.
• Field customer questions and complaints; forward to the appropriate staff when needed.
• Provide information on services offered, pricing, and scheduling availability.
• Collect and enter orders for new or additional products or services.
• Make outbound calls to customers to confirm appointments and inform them of changes.
• Follow up with customers post-service to ensure satisfaction and address concerns.
• Initiate outbound calls to gather feedback and promote services or maintenance plans.
• Update customer information and service histories in the database.
• Serve as liaison between customers, technicians, and management.
• Coordinate and schedule technicians for service calls and installations.
• Adjust schedules in response to emergencies or urgent requests.

Skills

Customer service

Phone support

Email & chat support

Problem solving

Multitasking

CRM software

Education

High school diploma or equivalent

Tools

Dispatching software

Job description

Position: Residential Customer Service Representative

Location: Tonawanda, NY

Compensation: $20.00-$25.00 per hour

What We Are Looking For

The NOCO Residential Customer Service Representative is a critical part of our mission to deliver the ultimate customer experience, including timely, accurate and professional customer service to our NOCO at Home customers. This vital position requires an action-oriented, flexible problem-solver who will assist customers in expediting orders and correcting any issues with our products and services. You will communicate with customers primarily through phone, email and chat, utilizing a variety of software tools to navigate customer accounts, research and review. The ideal candidate thrives in a fast-paced, high-volume customer service environment and demonstrates exceptional multitasking and organizational abilities.

What You Will Do

• Interact with customers via telephone, email, or online chat to provide support and information on products or services.
• Work directly with customers to provide solutions and recommend home products and services to fit their needs.
• Field customer questions and complaints; when the issue is beyond the representative's knowledge, forward to the assigned specialist or other appropriate staff.
• Provide information on services offered, pricing, and scheduling availability.
• Collect and enter orders for new or additional products or services.
• Make outbound calls to customers to confirm appointments, provide updates on service timings, and inform them of any changes or delays.
• Follow up with customers post-service to ensure satisfaction and address any further concerns.
• Initiate outbound calls to follow up on service completion, gather customer feedback, and promote additional services or maintenance plans.
• Update customer information and service histories in the company's database.
• Act as a liaison between customers, technicians, and the company's management team.
• Coordinate and schedule technicians for service calls, maintenance, and install.
• Adjust schedules in response to emergencies or urgent service requests.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The statements herein are intended to describe the general nature and level of work performed by employees. They are not to be construed as an exhaustive list of responsibilities, duties, and skills required by personnel so classified. Furthermore, they do not establish an employment contract and are subject to change at the discretion of the Company.

NOCO is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

What You Will Need

• High school diploma or equivalent
• 2-3 years of customer service, preferably in HVAC or related industry
• Dispatching experience preferred
• Ability to confidently make outbound calls, handle potential objections, and engage customers effectively
• Excellent communication skills including active listening
• Service-oriented and able to resolve customer grievances
• Proficient computer skills with the ability to learn new software
• Good time management skills to prioritize and plan work activities
• Is high energy, friendly and engaging; has excellent persuasion skills; can persuade others to change their minds or behavior.
• Has a service orientation; is actively looking for ways to help people.
• Identifies and resolves problems in a timely manner
• Reacts well under pressure and treats others with respect
• Works efficiently and effectively, both independently and as a team to ensure call standards
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

What We Offer

• Competitive compensation package
• Generous medical insurance offerings
• Dental and vision plans
• Company-paid life insurance
• Company-paid short-term disability
• 401(k) with company match
• Health savings accounts
• Generous Paid Time Off policies
• 7 paid holidays
• Employee and family assistance program
• Company-paid training
• Safety incentives
• Years of service incentives