Customer Service Representative

Betlem Residential Heating & Air Conditioning•Rochester, NY

28d•$22 - $28

About The Position

Betlem Residential Heating & Air Conditioning has been a trusted provider of comfort solutions for homes and businesses for over 100 years. We specialize in the installation, maintenance, and repair of residential and light commercial heating and cooling systems. Our team is dedicated to providing reliable, energy-efficient solutions with exceptional workmanship and outstanding customer service. At Betlem, we value integrity, teamwork, and professionalism. We offer a supportive work environment where you can grow your skills and advance your career while being part of a company that cares about its employees and the communities we serve. Job Summary Betlem Residential Heating & Air Conditioning are seeking a dependable and detail-oriented Residential Customer Service Representative to support our service department. In this role, you will communicate with customers, schedule service calls, support dispatch and billing activities, and ensure that all tasks are completed accurately and efficiently. This is an excellent opportunity for someone who thrives in a fast-paced environment and enjoys helping customers.

Responsibilities

Answer incoming customer calls and schedule service appointments.
Create call slips and work orders with complete customer information in COINS.
Review overnight and weeeknd calls each morning; communicate with technicians and managers for proper follow-up.
Provide customer updates and follow up on open work orders.
Support service dispatch with prioritizing, scheduling, and assigning work orders to technicians.
Assist with billing of service work orders.
Issue purchase orders as needed.
Schedule and track sales appointments.
Open, close, and monitor installation work orders through completion.
Support the installation billing process.
Process financing and credit card information.
Work with technicians to schedule sales appointments as needed.
Assist the service manager with organizing weekly time tickets for payroll and other follow-up needs.
Perform general office duties such as filing, maintaining supplies, and supporting team members as needed.
Develop a solid understanding of residential service technicians' skills and capabilities.
Follow up on incomplete work to ensure timely completion.
Suggest process improvements to the service supervisor.
Demonstrate strong organizational and multitasking abilities.
Be proficient with computes and willing to learn new software systems.
Be self-motivated, team oriented, and reliable.
Maintain a stron work ethic and commitment to safety (PPE as required).
Additional responsibilities may be assigned as needed.