Job Title: Customer Service Representative – Installation Department
Location: 119 Rocky Point Road, Middle Island, NY 11953
Job Type: Full-Time
Reports To: Office Manager
Job Summary:
We are seeking a Customer Service Representative (CSR) to support our Installation Department in providing a seamless and professional customer experience from sale to final install. The ideal candidate is organized, detail-oriented, customer-focused, and able to coordinate between customers, field crews, and vendors. This role includes ordering HVAC equipment and parts, scheduling installations, and ensuring excellent communication and follow-up throughout the process.
Key Responsibilities:
- Act as the primary point of contact for installation customers—answering questions, confirming appointments, and providing timely updates.
- Schedule HVAC installation appointments based on crew availability and customer needs.
- Coordinate closely with sales, warehouse, and field teams to ensure all jobs are ready to go.
- Order HVAC equipment and parts accurately and in a timely manner to meet installation schedules.
- Track and confirm delivery of equipment/parts and communicate any delays or changes.
- Maintain detailed and accurate records of jobs, materials, schedules, and communication using company software (e.g., ServiceTitan).
- Follow up with customers post-installation to ensure satisfaction, gather feedback, and collect any required documentation.
- Assist with permit processing, warranty registrations, and maintaining up-to-date job files.
- Resolve or escalate customer concerns professionally and promptly.
- Provide administrative support to the installation department as needed.
Requirements:
- High school diploma or equivalent
- 1–2 years of experience in customer service, or office administration (HVAC or service industry preferred).
- Strong written and verbal communication skills with a professional and friendly phone manner.
- Excellent follow-up skills and attention to detail.
- Proven ability to stay organized and manage multiple tasks in a fast-paced environment.
- Computer literate—comfortable with Microsoft Office (Word, Excel, Outlook).
- Experience with ServiceTitan or similar field service software is a plus.
- Knowledge of HVAC systems and components preferred.
- Ability to work both independently and as part of a team.
Preferred Qualifications:
- Previous experience ordering parts/equipment or working with vendors.
Pay Details: $25.00 per hour
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance