Cellino Plumbing Heating, Cooling and Electric was founded in 1995. Since then, we have become Western New York’s most trusted experts in plumbing, heating, cooling and electrical. We keep growing because we only hire the best and our customers love us for it. We’ve been at this for a long time here in the Buffalo area. You've probably seen our trucks or our ads. What you don’t know is what it’s like to be a part of a team like this. How much we value your commitment to not cutting corners. How strongly we support ongoing training and education. How much you can achieve when strive to be the best. Our employees stay with us because they discover fulfilling careers, opportunity for growth, and the chance to excel.
We’re Hiring: Customer Service Specialist (On-Site – Elma, NY)
We have an immediate need for a talented Customer Service Specialist to work from our office located at 631 Bullis Rd, Elma, NY. Enjoy your workday in a relaxed, comfortable atmosphere where you’ll look forward to coming in each day.
Pay starts at $20 per hour, plus monthly spiffs.
Hours: Monday - Friday 7:30am - 4:00pm
About the Role
Because we offer top-of-the-line products and services, we’re looking for top-of-the-line Customer Service Specialists who genuinely care about our customers. In this role, you will:
- Promote customer satisfaction by converting inbound and outbound calls (current customers only—no cold calling) into booked service appointments
- Assist with dispatching service calls to our technicians and various dispatching duties
- Deliver outstanding service to both internal and external customers
Benefits
- Casual and fun work environment
- Great company culture
- Medical and dental coverage
- Paid time off and sick time
- 401(k) with company match
- Guardian ancillary benefits
- LegalShield
- Family bereavement leave
- Pet bereavement leave
- Voted Buffalo’s Best Places to Work (Business First, Buffalo News) 2020–2026
Your Key Responsibilities
- Convert incoming calls into booked appointments
- Deliver scripts with authenticity—be clear, compelling, and personable
- Respond to customer inquiries, resolve issues, and promote the company brand
- Maintain professionalism and build rapport to encourage repeat business
- Participate in training to enhance your skills and outbound calling effectiveness
- Accurately update customer records and notes in our system
- Make outbound calls to existing customers to meet scheduling needs
- Assist the dispatch team as needed
Requirements
- Experience in an office environment with an emphasis on answering phones
- IT competent; great data entry skills; proficient with phone systems
- Highly organized with exceptional follow-through abilities
- Strong verbal and written communication
- Ability to build trust and demonstrate empathy
- Engaging personality that blends well with a fast-paced, goal-driven environment
- Highly motivated, flexible, with a positive outlook
- ServiceTitan knowledge is a plus
- A college degree is a plus
- Work independently and be accountable for productivity
- Reliable transportation
- Knowledgeable in Google Workspace
- Articulate with a clear speaking voice
- Proven track record in customer service