Customer Service Representative Jobs
Tropical Heating & Cooling is a family-owned HVAC company proudly serving Western New York since 2013. In an industry increasingly dominated by national corporations buying out local businesses, we remain steadfastly independent – we’re still here, still us, and still family-operated.
Company Overview
Our commitment goes beyond just fixing heating and cooling systems – we build lasting relationships through genuine care, reliable service, and the kind of personal attention you simply won’t get from corporate competitors.
Join a rapidly growing team where your contributions matter, your skills are valued, and your career development is a priority. We’re not just building HVAC systems – we’re building careers, relationships, and a legacy of excellence in Western New York.
Position Summary
We are seeking a friendly and professional Customer Service Representative to be the first point of contact for our valued customers. You’ll handle scheduling, follow-up calls, and ensure every customer interaction reflects our commitment to quality service and family values.
Key Responsibilities
- Answer incoming phone calls and respond to customer inquiries
- Schedule service appointments and maintenance visits
- Coordinate with field technicians for service routing and logistics
- Perform follow-up calls after service visits to ensure customer satisfaction
- Process service requests and maintain accurate customer records
- Handle billing inquiries and payment processing
- Assist with warranty claims and manufacturer communications
- Support office administrative tasks as needed
- Maintain customer database and update service history
- Assist customers with understanding maintenance programs and services
Required Qualifications
- No experience required – we’ll train you on our systems!
- High school diploma or equivalent
- Excellent phone manner and communication skills
- Strong computer skills and ability to learn new software
- Detail-oriented with good organizational abilities
- Customer service mindset with patience and problem-solving skills
- Ability to multitask in a fast-paced environment
- Professional appearance and demeanor
- Reliable and punctual with strong work ethic
Preferred Qualifications
- Previous customer service or office experience
- Experience with scheduling software or CRM systems
- Bilingual capabilities (Spanish preferred)
- Basic understanding of HVAC systems and terminology
What We Offer
- Competitive starting salary
- Comprehensive training on company procedures and HVAC basics
- Paid time off
- Health insurance
- Retirement plan
- Professional development opportunities
- Supportive team environment
- Opportunities for advancement within the company
- Family-friendly workplace culture
Training & Development
- Complete orientation on company values and procedures
- Training on HVAC basics to better assist customers
- Software training for scheduling and customer management systems
- Ongoing professional development opportunities
Growth Opportunities
Potential advancement to Office Manager, Administrative roles, or cross-training in other departments. We believe in promoting from within and supporting career development.
Schedule
Full-time position, Monday through Friday with occasional Saturday coverage during peak seasons. Standard business hours with some flexibility.
Join the heart of our customer service team!
Be the friendly voice that represents our family business and helps build lasting relationships with our customers.
