Customer Service Representative (CSR)

Customer Service Representative – Deliver Exceptional Client Experiences for Havertown’s Premier HVAC Team

Job Overview:

• Company: John Cipollone, Inc.
• Salary/Pay Rate: $22 to $28 per hour (plus Commission and Profit Sharing).
• Location: Havertown, PA.
• Job/Employment Type: Full Time.
• Schedule: Full Time onsite.
• Mandatory Licences & Certifications: None Required.

The Opportunity: You will serve as the primary voice and ambassador of our company, ensuring every client feels valued from the moment they call. This role offers you the chance to join a high-performing office team where your ability to multitask and solve problems directly impacts our master craftsmen's success in the field.

How You Will Make an Impact:

• Manage high-volume inbound calls with a professional and helpful presence to convert inquiries into scheduled service visits.
• Coordinate with the field operations team to ensure technicians are dispatched efficiently based on client needs and geographic location.
• Educate clients on basic HVAC options and maintenance plans to provide immediate value and support sales initiatives.
• Utilize advanced computer skills to maintain accurate client records and manage complex scheduling software.
• Resolve client concerns with a "willing to please" attitude, ensuring every interaction ends with a positive resolution.
• Process service orders and payments accurately to maintain a streamlined administrative workflow.
• Support the sales and technical teams by preparing documentation and following up with clients on project status.

Required Qualifications & Experience:

• Strong phone presence with the ability to remain calm and professional in a fast-paced environment.
• Proven ability to multitask and manage competing priorities without sacrificing attention to detail.
• Reliable transportation to and from work.
• High level of proficiency with modern office technology and computer applications.
• Must have proficiency with software such as Gsuite, Microsoft Office Suite, Service Titan or similar software.
• Demonstrated desire to provide top-tier client service and build long-term relationships.
• Ability to work onsite daily at our Havertown headquarters.
• Highschool Diploma/GED.

Preferred Qualifications & Experience:

• Approximately 3 years of experience in a customer service, office environment, or administrative role.
• Bachelor’s Degree in Communications, Business, or a related field.
• Basic understanding of residential HVAC systems or experience in a mechanical trade industry.
• Previous experience using ServiceTitan or similar dispatching and CRM software.

Compensation & Benefits:

• Weekly pay cycle with commission opportunities and profit sharing.
• Comprehensive medical and vision insurance plans.
• Health Savings Account (HSA) and life/disability insurance options.
• Paid time off for holidays, vacation, and sick leave.
• Paid training programs to help you master HVAC terminology and office systems.
• Participation in company events and a supportive, win-focused team culture.
• Career development opportunities through professional certifications and technical training.

About Us: John Cipollone, Inc. is a team of professional craftsmen who look outside of the box for client solutions. We specialize in residential HVAC excellence, focusing on the entire home rather than just replacing "boxes." We work hard, support our local community, and celebrate our wins together.

Learn more at https://johncipollone.com/

John Cipollone, Inc. is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender expression, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or any other status protected by law or regulations. It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors.