Residential Customer Service Representative

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

Job summary

NOCO Energy Corp in Tonawanda, NY is seeking a Residential Customer Service Representative to deliver outstanding customer experiences via phone, email and chat. You will assist customers, enter orders, explain pricing and scheduling, and coordinate with technicians to ensure timely service.

The ideal candidate has 2-3 years of customer service experience, strong communication, and a service-oriented mindset.

Qualifications

• High school diploma or equivalent required.
• 2-3 years of customer service experience preferred.
• HVAC or related industry experience beneficial.
• Ability to confidently make outbound calls and handle objections.
• Excellent communication and active listening skills.
• Service-minded and solution-focused approach.
• Strong computer skills and willingness to learn new software.
• Good time management to prioritize tasks.
• Energetic, friendly, engaging; persuasive when needed.
• Team player who can work independently and with others.

Responsibilities

• Interact with customers via phone, email, or chat to provide support.
• Advise customers on home products and services to meet needs.
• Field questions and forward complex issues to specialists.
• Provide information on services, pricing, and scheduling.
• Enter orders for products or services and update histories.
• Make outbound calls to confirm appointments and notify changes.
• Follow up after service to ensure satisfaction and address concerns.
• Coordinate technicians for service calls and installations.
• Balance schedules and adjust in emergencies.

Skills

Customer service

Active listening

Communication

Time management

Problem solving

Persuasion

Service orientation

Teamwork

Resilience

Organization

Education

High school diploma or equivalent

Job description

Position:Residential Customer Service Representative

Location: Tonawanda, NY

Job Id:937

# of Openings:1

Position:Residential Customer Service Representative

Compensation:$20.00-$25.00 per hour

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.