Customer Service Representative

Customer Service Representative Astoria, NY Job Details Full-time $23 - $25 an hour 1 hour ago Benefits Paid holidays 401(k) Paid time off 401(k) matching Retirement plan Qualifications Record keeping Customer relationship building Phone communication Mid-level Administrative experience Dispatching Attention to detail HVAC Data entry Construction Appointment scheduling Escalation handling 2 years Communication skills Progress tracking (project management tasks) Client interaction via phone calls Full Job Description About the

Company:

Major Air Service is a Queens-based HVAC service company specializing in the installation, maintenance, and repair of PTAC and WSHP systems. We serve residential buildings, property managers, and institutional clients across New York City. Our company is known for reliability, responsiveness, and long-term customer relationships. As we continue to grow, we are investing in stronger systems and processes, including NetSuite ERP and field service management tools to support our operations. We operate in a fast-paced service environment where clear communication, organization, and attention to detail are essential.

Role Summary:

The Customer Service Representative (CSR) is the first point of contact for customers calling Major Air Service. This role is responsible for answering incoming service requests, gathering accurate information, scheduling service calls, and coordinating with dispatch and technicians. The CSR plays a key role in ensuring customers receive prompt and professional service while keeping internal operations organized. This position requires strong communication skills, attention to detail, and the ability to manage multiple service requests in a fast-paced environment.

Key Responsibilities:

• Answer incoming phone calls from customers requesting HVAC service or support
• Respond to customer inquiries in a professional and helpful manner
• Gather accurate information about service issues, locations, and equipment
• Provide updates to customers regarding technician arrival times and service status
• Handle basic customer concerns and escalate complex issues when necessary
• Create and manage service requests in the company's service management system
• Schedule service appointments and coordinate technician dispatch
• Communicate job details to technicians and confirm service schedules
• Monitor daily service schedules and help resolve scheduling conflicts
• Enter and maintain accurate customer and service records
• Assist with job documentation and service order updates
• Track service requests to ensure timely completion
• Coordinate with accounting and operations teams when needed
• Work closely with dispatch and field technicians to keep jobs running smoothly
• Help maintain organized records of service activity
• Assist with additional administrative tasks as needed to support office operations

Qualifications:

• 2+ years of customer service or administrative experience
• Strong phone and communication skills
• Highly organized with strong attention to detail
• Comfortable working in a fast-paced environment
• Proficiency with computer systems and data entry
• Experience with service scheduling or dispatching is a plus
• Experience in HVAC, construction, or field service industries is a plus

Key Traits We Look For:

• Professional and friendly demeanor
• Strong problem-solving skills
• Ability to stay calm and organized during busy periods
• Reliable and accountable
• Comfortable working independently while coordinating with a team

Compensation and Benefits:

• $25/ Hour
• Stable full-time role with a growing company
• Opportunity to grow with an expanding service organization
• Paid Time Off
• Weekends off
• Paid Holidays If you're interested in joining a hardworking, professional team and helping keep our operations running smoothly, we'd love to hear from you.

Pay:

$23.00 - $25.00 per hour

Benefits:

401(k) 401(k) matching Paid time off Retirement plan

Work Location:

In person