Customer Success & Scheduling Specialist

Crisafulli Bros. Plumbing & Heating Contractors•Albany, NY

7d•Onsite

About The Position

The Customer Success & Scheduling Specialist is an in-office, phone-based role in Albany, NY, focused on providing a helpful, professional, and personalized customer experience. The specialist connects with customers throughout the day, answers questions, addresses concerns, and helps schedule appointments. The role involves handling a high volume of calls while entering notes, using scheduling platforms and other software, and maintaining an organized, customer-focused approach. The regular schedule is Monday through Friday, with shifts rotating among 7:00 AM–4:00 PM, 8:00 AM–5:00 PM, and 10:00 AM–7:00 PM based on business needs. The role also includes a rotating Saturday morning shift, 7:00 AM–2:00 PM, once every 6–8 weeks.

Requirements

Excellent communication and interpersonal skills, especially over the phone.
Ability to talk with clients and type notes simultaneously.
Strong attention to detail and organizational skills.
Ability to manage a high volume of calls while remaining warm, patient, and customer-focused.
Ability to multitask, prioritize, and stay organized in a fast-paced environment.
Positive, professional attitude and a genuine desire to help and care for customers.
Comfort using computers and scheduling platforms, and learning new software systems.
Ability to work independently and collaboratively as a team player.
Reliability and comfort working in an in-office, phone-based environment.
Valid driver's license.

Nice To Haves

Previous call center, appointment scheduling, and office experience preferred.

Responsibilities

Connect with customers throughout the day and provide a helpful, professional, personalized experience.
Answer customer questions and address concerns.
Help customers schedule appointments.
Handle a high volume of calls while maintaining a warm, patient, customer-focused approach.
Talk with clients and type notes at the same time.
Use scheduling platforms and learn new software systems.
Multitask, prioritize, and stay organized in a fast-paced environment.
Work independently while supporting and collaborating with the team.

Benefits

Competitive hourly pay with opportunities to earn weekly bonuses.
Paid vacation and sick time.
Family First Vacation Day.
Health, dental, and vision coverage.
401(k) plan with a 4% company match.
$50,000 of company-paid life insurance.
Paid training and professional development opportunities.
Consistent, year-round employment.
Dedicated personal workspace at the Albany office.
On-site gym at the Albany location.
Free breakfast every Tuesday and Thursday.
Annual company picnic and holiday celebration.
Wellness activities and employee events, including yoga, CPR training, family tubing days, volleyball, and cornhole.