**Job Title: Customer Service Representative - Heating and Cooling Industry** **Location: Syracuse, NY** **Job Type: Full-Time- 2 year contract** Pay: $17.00/hour **Job Description:** We are seeking a highly motivated and dedicated Customer Service Representative to join our team for a leading manufacturer of heating and cooling equipment. This is an exciting opportunity for individuals passionate about customer service and interested in contributing to the success of a fast-paced industry. In this role, you will serve as the first point of contact for homeowners and dealers in need of assistance with heating and cooling equipment, and you will help facilitate connections between customers and appropriate dealers or service providers. **Key Responsibilities:** + **Manage Incoming Calls:** Handle a large volume of inbound customer calls, providing prompt and professional assistance. + **Generate Sales Leads:** Identify opportunities to generate sales leads and connect customers with relevant dealers or distributors. + **Assess Customer Needs:** Understand customer needs and provide solutions or product recommendations to achieve satisfaction. + **Build Relationships:** Establish sustainable, long-term relationships with customers through open and interactive communication. + **Provide Accurate Information:** Ensure all customer interactions are based on accurate, valid, and complete information, using the appropriate methods and tools. + **Meet Sales and Call Handling Targets:** Consistently meet personal and team sales goals, call handling quotas, and performance metrics. + **Handle Customer Complaints:** Resolve customer complaints effectively and efficiently, offering alternative solutions and ensuring follow-up to guarantee resolution. + **Record Interactions:** Maintain records of customer interactions, process customer accounts, and file necessary documentation accurately. + **Follow Procedures:** Adhere to company communication guidelines, policies, and procedures. + **Go the Extra Mile:** Take initiative to exceed customer expectations and engage customers in a positive and helpful manner. **Job Specific Requirements:** + **Who We Are and What We Do:** As the manufacturers of heating and cooling equipment, we sell our products to distributors who then sell them to dealers or contractors for installation. Homeowners reach out to us for assistance with product issues, referrals, warranty information, and technical support. + Our primary goal is to connect homeowners with the appropriate dealers. + We provide warranty details, assist with product comparisons, and facilitate referrals to distributors and dealers. + We manage customer complaints and triage issues to Tier 2 representatives when necessary. + Agents also handle triage for remote access or Wi-Fi-enabled products such as thermostats. **Requirements:** + Proficiency in Microsoft Office (Word, Excel, Outlook). + Ability to type 35-45 words per minute. + Excellent verbal and written communication skills. + High school diploma or GED required. **Shift:** Standard Work Day If you are a customer-focused individual who thrives in a dynamic environment and enjoys helping others, we encourage you to apply today! **Pay Details:** $17.00 to $18.00 per hour 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. Equal Opportunity Employer/Veterans/Disabled 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