Remote Director Customer Service Jobs in Rome, NY

Russell Tobin's client, a a world leader in heating, air-conditioning and refrigeration solutions company, is hiring a Customer Service Representative in East Syracuse, NY.

Customer Service Representative (Inbound Call Center)

Pay Rate: $19/hr ($20/hr for bilingual Spanish candidates)

Schedule: Monday–Friday, 8:00 AM – 5:00 PM

Job Overview

We are seeking a dedicated and customer-focused Customer Service Representative to manage high volumes of inbound calls and deliver exceptional support. In this role, you will assist customers with inquiries, provide accurate information, and ensure a positive customer experience while meeting performance targets.

Key Responsibilities

• Manage large volumes of incoming calls efficiently
• Generate sales leads and identify customer needs
• Build strong relationships through clear and professional communication
• Provide accurate, valid, and complete information using appropriate tools
• Meet individual and team performance targets, including call handling quotas
• Handle customer complaints, offering timely and effective solutions
• Maintain detailed records of customer interactions and account updates
• Follow communication procedures, guidelines, and company policies
• Go the extra mile to engage and support customers

Role Details

• Serve as a primary point of contact for customers across North America, including Canada
• Assist customers with:
• Dealer referrals for sales and service (including warm transfers)
• Warranty information and product comparisons
• Connecting dealers with distributors for parts and technical support
• Act as a central communication hub, directing inquiries to appropriate departments
• Triage customer complaints and escalate complex issues to Tier 2 support
• Support troubleshooting and triage for remote-access or Wi-Fi-enabled products (e.g., thermostats)

Requirements

• Minimum 6 months of experience handling inbound calls in a call center environment
• Proficiency in Microsoft Office
• Typing speed of 35–45 words per minute
• Excellent verbal and written communication skills
• Strong problem-solving abilities and attention to detail

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization. We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies. We are the staffing arm of the Pride Global network, a minority-owned integrated human capital solutions firm, with additional offerings in vendor management, payroll programs, and business process optimization.

Russell Tobin offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity

Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.