Candidate
Employer
Call Center Representative
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Job Description
Call Center Representative | PDS Tech Commercial
The Tone:
This is a full-time role at PDS Tech Commercial, located in East Syracuse, NY. PDS Tech Commercial is recruiting for a leading HVAC Manufacturer that develops heating, ventilation, and air conditioning systems, including smart thermostats and connected devices. This role is vital as you will be the initial point of contact for customers, ensuring they receive professional assistance and are connected with the right resources for sales, service, or technical support. You will operate at the forefront of customer interaction, providing crucial support in a focused environment.
The TL;DR
• Role: Full Time
• Type: Full-time
• Location: East Syracuse, NY
• Pay: $19–$20 hourly
• Mission: Seamlessly connect customers with appropriate dealers for HVAC-related needs and provide comprehensive support.
• Tech Stack: MS Office Suite (Word, Excel, Outlook), internal database system
What You’ll Actually Do
• Customer Referrals: Connect homeowners with local dealers for sales, installation, or service requests through warm transfers.
• Information Provision: Provide precise product information, facilitate product comparisons, and furnish comprehensive warranty details.
• Technical Assistance: Offer basic troubleshooting and technical support for remote-access or Wi-Fi-capable products.
• Complaint Resolution: Efficiently triage customer complaints, escalating complex issues to Tier 2 representatives when required.
• Communication Hub: Serve as the initial point of contact for all incoming customer and dealer communications, utilizing the internal database for routing.
The Must-Haves
• Background: High School diploma or equivalent required; some college coursework preferred.
• Experience: Previous customer service or call center experience is a plus.
• Skills: Proficiency in MS Office Suite, typing speed of 35-45 words per minute, excellent verbal and written communication skills, strong problem-solving ability, and a customer-centric attitude.
• Bonus: Knowledge of HVAC systems or the heating and cooling industry; experience with remote access or smart products; bilingual (English/Spanish or English/French).
