Residential Customer Service Representative

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Job Description

Full Time - Rochester, NY

Residential Customer Service Representative

This is for a position with the following schedule:

Saturday (11:00am-8:00pm), Sunday (11:00am-8:00pm), with some weekdays (10:00am-7:00pm)

After a 2-week in-office training, this individual will work remotely from home during Covid. We will provide the computer/phone equipment if needed. Individual will need to provide his/her own internet connection.

Isaac Heating & Air Conditioning is adding to our team! Since 1945, Isaac has been a New York leader in providing HVAC services. If you are a highly motivated individual who can deliver top-quality service while maintaining the highest standards for safety and quality, then send us a copy of your resume today!

As a BBB International Torch Award winner and a NYS Best Company to Work For, you will be joining a growing company with deep roots in the community and a well-known desirable workplace culture that puts safety and employees first.

Our employees have fun in a culture that rewards them with opportunity for leadership and growth.


The purpose of this position is to learn, develop, and understand the skills required to be an efficient and effective customer service representative in the Contact Center. This individual will be able to perform with confidence the basic level of service to the client. This position may be cross trained in outbound sales as well.


Essential Responsibilities:

  • Answer or make calls to clients to learn about and address their needs, concerns, or other questions with products or services.
  • Respond efficiently and accurately to callers to provide assistance while helping them feel supported and valued.
  • Engage in active listening with callers to confirm or clarify information while allowing them to work through their emotions as needed.
  • Schedule or update appointments in the computer system.
  • Document clear and concise notes in clients’ profiles in order to communicate precisely to the technicians and technical leadership team.
  • Use software, scripts, reference sources, and other resources appropriately.
  • Understand and strive to meet Contact Center metrics while providing excellent customer service.
  • Take part in training on an on-going basis to improve knowledge of company products, services, and procedures.
  • Be able to perform the essential functions and physical requirements of the job with or without reasonable accommodation.
  • Be able to meet Quality Assurance requirements.
  • Accurately enter New Client Accounts.
  • Meeting Contact Center Service Level of 85% or higher.
  • Perform other duties as assigned by the Customer Relations Manager.

Customer Service Skills

  • Empathy
  • Communication skills
  • Product knowledge
  • Problem-solving skills
  • Patience
  • Positive attitude
  • Positive language
  • Listening skills
  • A willingness to go the extra mile
  • Personal responsibility
  • Confidence
  • Tenacity
  • Authenticity
  • Adaptability
  • Attentiveness
  • Desire to learn
  • Professionalism
  • Acting ability
  • The ability to respond quickly
  • Time management skills
  • The ability to let it go

Core Competencies

  • Communication Skills: possesses effective communication skills: oral, written, listening.
  • Computer Skill: skilled with computers, takes advantage of new technology, learns new tools such as the intranet quickly, uses technology to enhance job performance.
  • Customer Service: works well with customers, promotes a positive image of the company, and strives to solve issues raised by customers.
  • Conflict Management: good listener, committed to finding solution to problems, works well with challenging people on a daily basis.
  • Positive Attitude: sees challenges as opportunities, focused on the positive versus the negative, knows that situations get better with a positive attitude and genuine effort.

Physical requirements:

  • Sitting (constant). For sustained periods of time with the ability to get up and move around occasionally.
  • Typing (constant). Using a computer keyboard, mouse, and phone keypad.
  • Talking (constant). Expressing or exchanging ideas by means of the spoken word.
  • Hearing (constant). Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and document accurately what was heard in the client profile.
  • Ability to work in a noisy, distracting environment.
  • Seeing (constant). Ability to see in the following manner with or without corrective lenses: ability to read/see near or far, judge distances, and identify colors.
  • Attendance and punctuality (regular/predictable). Regular/predictable attendance and punctuality for this position is required, compliance required at every level.

Education/Degrees/Certifications/other requirements:

  • High School diploma or equivalent.
  • Coursework related to sales or customer service is preferred.
  • Associates or Bachelor degree is preferred.
  • Diploma/Certification/related experience in a Contact Center with customer service is preferred.
  • Successful completion of Pre-Employment Hair Follicle Drug Screen and Background check


  • Health Insurance, 401K with Company contribution, Paid Vacation
  • Steady work 12 months a year
  • One of the best company cultures from a Rochester Top 100 growing company
  • Advancement opportunities
  • Competitive hourly wage/salary

Isaac Heating & Air Conditioning is an Equal Opportunity Employer

Apply Now