Customer Service Representative

Grasshopper Heating & Cooling is a leader in repair and replacement of residential Heating & Air Conditioning Equipment in Clifton Park, NY, serving the Capital Region & Beyond.

We specialize in high quality residential HVAC repair, maintenance, indoor air quality and new system installation and our team members take great pride in the work we do. We work in an exciting, high-performance culture and love bringing awesome people to our team! Grasshoppers only move in a forward direction and so do we!

About You

You have a proven history in customer service and enhancing the customer experience with an ability to work from our headquarters in a comfortable, welcoming environment. You have the ability to handle a high volume of calls and speak respectfully and eloquently on the phone. You are able to put customers at ease when addressing their concerns and frequently change a negative experience into a positive one. Knowledge of the HVAC industry is not required but being willing to learn quickly is paramount. Having sales, retail, or customer-client-facing experience is a bonus. You are well-spoken, can command a conversation, ask solution-based questions, and have high-energy levels. You are self-motivated and eager to advance. You understand and accept training and coaching as a source of constant growth.

You must have a verifiable history of earnings, as the hourly pay is $20 to $30 based on experience. Please include in your application a cover letter with the answers to these questions:

• What do you consider an excellent customer experience?
• Give me an example of a time that you turned a negative experience into a positive experience for a customer or a client.
• What is one of your greatest customer service experiences where you were involved?

Applications without this information in the cover letter will not be considered. Feel like this job is perfect for you but you don’t fit one of the criteria? Convince us why you should be hired anyway.

Here Are The Daily Duties For Our Call Center Position:

• Understand and communicate services offered
• Build and maintain relationships with current and prospective customers
• Communicate with our customers, addressing their needs and concerns
• Respond to all customer inquiries in a timely manner, providing accurate information and creating a positive customer experience
• Schedule service appointments with customers
• Set up accounts/contracts with new customers
• Provide resolution to customer concerns
• Route customer calls received at our Call Center accordingly based on customer needs
• Establish rapport with new and existing customers at our Call Center
• Outbound calls to past customers to schedule service

Requirements For Hire

• No Criminal history (no criminal convictions). Must be able to pass a background check.
• Demonstrate commitment to developing customer service and communication skill.
• Demonstrate willingness to learn knowledge of indoor air quality
• Ability to follow written and verbal directions given.
• Ability to follow safety guidelines.
• Must have your own reliable transportation.
• Valid NY Driver’s License with a clean MVR.
• Must have working cell phone with internet connection.