Job Description
Job Description
We’re seeking Call Center Representatives to join a busy, centralized call center that supports multiple service companies across New York State. This is a contract-to-hire opportunity, offering the chance to transition into a long-term career with a well-established employer in the Finger Lakes Region — an area known for its wineries, lakefront living, and year-round entertainment.
What You’ll Do
- As a Customer Service Representative (CSR), you’ll be the first point of contact for customers, handling calls, scheduling service requests, and coordinating with dispatch to ensure seamless communication with our field technicians.
- Serve as the first point of contact for customers calling into the centralized call center.
- Handle inbound calls, schedule service requests, make calls to clients to learn about and address their needs, concerns, or other questions with products or services with professionalism and courtesy and process customer inquiries.
- Coordinate field communications with Central Dispatch to ensure technicians and service teams receive accurate, timely details.
- Follow workflow guidance and office direction from the Resource Desk to align with daily priorities and scheduling needs.
- Document all customer interactions, service requests, and escalations in CRM and dispatch systems accurately.
- Provide information on services, schedule appointments, and process service requests in the company system.
- Resolve routine questions and concerns independently, escalating complex issues to the Customer Relations Manager when necessary.
- Respond efficiently and accurately to callers to provide assistance while helping them feel supported and valued.
- Engage in active listening with callers to confirm or clarify information while allowing them to work through their emotions as needed.
- Contribute to a positive, team-oriented call center culture by supporting peers and sharing best practices.
- Document clear and concise notes in clients’ profiles in order to communicate precisely to the technicians and technical leadership team.
- Use software, scripts, reference sources, and other resources appropriately.
- Understand and strive to meet Contact Center metrics while providing excellent customer service.
- Take part in training on an on-going basis to improve knowledge of company products, services, and procedures.
Job Qualifications:
- High school diploma or equivalent required; additional education or training in customer service or office administration preferred.
- 1–2 years of experience in a customer service, call center, or dispatch environment.
- Associates or Bachelor degree, is preferred.
- Proficiency with computers, CRM systems, and scheduling/dispatch software.
- Strong verbal communication skills with the ability to handle high call volumes professionally.
- Ability to multitask in a fast-paced environment while maintaining accuracy and attention to detail.
- Team-oriented with the flexibility to adapt to changing priorities.
Why Apply?
- Contract-to-hire with opportunity for long-term stability.
- Gain experience in a professional call center supporting multiple service industries.
- Work in the Finger Lakes Region — a beautiful area known for its vibrant lifestyle, wineries, and recreation.
- Join a supportive team environment where your contributions make an impact.
Company DescriptionWe’re Infinia Search.
We’re a relationship-driven search firm that proves that talent, ambition, curiosity, and an infinite work ethic creates exponential results for our clients and candidates.
https://www.infiniasearch.com/
Company Description
We’re Infinia Search. \r\nWe’re a relationship-driven search firm that proves that talent, ambition, curiosity, and an infinite work ethic creates exponential results for our clients and candidates. \r\nhttps://www.infiniasearch.com/