Customer Service Representative

If you’re great with people, confident on the phone, and know how to stay organized when things get busy, Astar Heating, Cooling, Plumbing & Electrical wants to hear from you.

We’re looking for a Customer Service Representative to join our team in Middletown, NY. You’ll often be the first person our customers speak with when they need help with their home. Whether they have no heat, a plumbing issue, an electrical problem, or simply need to schedule routine service, your job is to make sure they feel heard, supported, and taken care of.

This is a fast-paced, phone-focused position for someone who communicates well, stays organized, and takes ownership of the customer experience.

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  Answer inbound customer calls, texts, and service inquiries in a friendly and professional manner

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  Listen to customers’ needs and help identify the appropriate service

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  Schedule and book service appointments accurately

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  Convert inbound opportunities into booked service calls while delivering an excellent customer experience

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  Make outbound calls for appointment scheduling, follow-up, and other service-related needs

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  Confirm customer information, service addresses, and appointment details

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  Clearly communicate appointment expectations and next steps

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  Update customer records and document conversations accurately

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  Work closely with dispatchers, technicians, and other team members to help ensure customers receive timely service

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  Keep customers informed when appointment times or schedules change

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  Follow up on missed calls, open opportunities, and customers who may still need service

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  Help resolve customer concerns professionally and escalate issues when appropriate

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  Support membership, maintenance, and promotional campaigns by communicating available service options to customers

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  Manage multiple calls, customers, and priorities while maintaining strong attention to detail

• Previous customer service, call center, scheduling, or similar experience preferred

• Comfortable spending a significant portion of the day on the phone

• Strong verbal and written communication skills

• Friendly, professional, and confident when speaking with customers

• Ability to remain calm and helpful when customers are frustrated or dealing with an urgent home-service issue

• Strong organization and attention to detail

• Comfortable working in a fast-paced environment with changing priorities

• Ability to multitask while maintaining accurate customer information

• Dependable, team-oriented, and willing to take ownership of responsibilities

• Experience with ServiceTitan or another field-service/customer management system is a plus

• Experience in HVAC, plumbing, electrical, home services, or another service-based industry is a plus