Call Center Representative

Job Description

Exciting Opportunity: Call Center Representative – HVAC Manufacturer

PDS Tech Commercial is seeking a dedicated and customer-focused individual to join our team as a Call Center Representative for a leading HVAC Manufacturer.

Location: East Syracuse, NY
Pay Rate: $19/hr ($20/hr Bilingual Spanish)
Schedule: Monday – Friday, 8:00 AM – 5:00 PM

Position Overview

As a Call Center Representative, you will be at the forefront of customer interaction, responsible for handling a wide range of inquiries from homeowners, dealers, and distributors. You will operate in a fast-paced environment, providing professional and effective assistance. Your primary goal will be to seamlessly connect homeowners with the appropriate dealers for sales, installation, or service, while also offering crucial support regarding warranty information, product comparisons, and basic technical assistance.

Key Responsibilities

• Customer Referrals & Assistance:
  • Connect homeowners with local dealers for sales, installation, or service requests through warm transfers.
  • Proactively manage customer inquiries, ensuring accurate routing to the correct department using a detailed internal database system.
  • Provide precise product information and facilitate product comparisons to empower homeowners in making informed decisions.
  • Facilitate dealer referrals to distributors for parts, technical support, or product inquiries.
• Warranty and Technical Support:
  • Furnish customers with comprehensive warranty information, clarifying terms, coverage, and associated processes.
  • Offer basic troubleshooting and technical support for remote-access or Wi-Fi-capable products, including smart thermostats and other connected devices.
• Complaint Resolution:
  • Efficiently triage customer complaints or issues, escalating to Tier 2 representatives when more complex resolution is required.
  • Ensure all complaints are thoroughly addressed and documented appropriately within the system for subsequent follow-up and resolution.
• Switchboard & Database Management:
  • Serve as the initial point of contact for all incoming customer and dealer communications.
  • Utilize the internal database effectively to refer callers to the appropriate department or support team.
  • Maintain a robust understanding of product lines, the dealer network, and internal processes to ensure seamless customer experiences.
• Customer Service Excellence:
  • Deliver courteous, professional, and timely responses to all customer inquiries.
  • Ensure high levels of customer satisfaction through effective problem-solving, empathy, and consistent follow-through.

Requirements

• Education: High School diploma or equivalent; some college coursework preferred.
• Experience: Previous customer service or call center experience is a plus.
• Skills:
  • Microsoft Office Proficiency: Comfortable and proficient in using MS Office Suite (Word, Excel, Outlook, etc.).
  • Typing Speed: Ability to type 35-45 words per minute.
  • Communication Skills: Excellent verbal and written communication skills are essential, with a strong ability to articulate information clearly and concisely.
  • Problem-Solving: Demonstrated ability to identify issues and provide effective solutions, especially in high-pressure situations.
  • Customer-Centric Attitude: Strong focus on providing top-tier service and ensuring positive customer outcomes.
• Additional Skills (Preferred but not required):
  • Knowledge of HVAC systems or the heating and cooling industry.
  • Experience with remote access or smart products, such as thermostats and Wi-Fi-based devices.
  • Bilingual (English/Spanish or English/French) is a significant plus, particularly for Canadian customer service.

Ready to Make an Impact? Apply Today!

If you’re ready to bring your customer service expertise to an innovative and dynamic industry, we want to hear from you! Join PDS Tech Commercial as a Call Center Representative and help us create unforgettable customer service experiences that leave a lasting impression. Apply now!

Pay Details

$19.00 to $20.00 per hour

Benefits

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.

Company Information & Legal Disclosures

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.pdstech.com/candidate-privacy

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

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.