Customer Service Representative (Home Solutions Advisor – Office/Sales Support) at Nichols Electrical Contracting Inc – Rochester, New York

Customer Service Representative (Home Solutions Advisor Office/Sales Support)

Customer Service Representative Home Solutions Advisor and Office Support

Job Overview

• Company: Nichols Electric & Plumbing.

• Salary/Pay Rate: $45,000 $60,000 per year plus performance-based bonuses.

• Location: Rochester, NY.

• Job/Employment Type: Full Time.

• Schedule: Monday Friday (8:00 AM 4:00 PM or 9:00 AM 5:00 PM) with rotating after-hours coverage.

• Mandatory Licenses & Certifications: None Required.

The Opportunity

You will serve as the essential first point of contact for our clients, acting as the face and voice of a trusted community brand. This role allows you to drive operational excellence by bridging the gap between customer needs and technical solutions.

How You Will Make an Impact

• Provide professional and empathetic support as the primary contact via phone, email, and messaging.

• Direct technician dispatch and optimize daily scheduling to ensure maximum efficiency.

• Coordinate and manage high-volume appointment bookings specifically utilizing ServiceTitan.

• Document customer interactions with high precision to maintain data integrity and transparency.

• Execute follow-up strategies regarding maintenance agreements and current service promotions.

• Organize office workflows and team communications to support field and sales personnel.

Required Qualifications & Experience

• Proven track record of high-level customer service and professional communication skills.

• Demonstrated ability to thrive and maintain organization in a fast-paced office environment.

• Strong technical proficiency with computers and modern CRM systems.

• Exceptional multitasking abilities and a detail-oriented approach to complex documentation.

Preferred Qualifications & Experience

• Previous experience in dispatching within the home services or construction industry.

• Familiarity with ServiceTitan or similar service-based management software.

• Experience in a support role that coordinates directly with field technicians.

Compensation & Benefits

• Competitive annual salary with performance-based bonus opportunities.

• Comprehensive health, dental, and vision insurance coverage.

• Paid Time Off (PTO) for vacation, sick leave, and personal time.

• Retirement plan options to support your long-term financial goals.

• Access to ongoing professional training and career growth opportunities.

About Us

Nichols Electric & Plumbing has served the Rochester community for nearly 40 years as a family-owned company. We are built on a foundation of integrity and craftsmanship, fostering a people-first culture where every team member is valued. https://nicholselectric.com/

Nichols Electric & Plumbing 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.