SOS Specialist – Service Operations Specialist

About Halco

Halco Home Solutions has been a trusted name in home performance since 1984. Our team helps families improve comfort, reduce utility costs, and increase property value through high-quality, energy-efficient home solutions.

Customer service is our number one priority, and we’re looking for someone who shares that commitment.

About the Role

We’re hiring a Service Operations Specialist (SOS Specialist) to join our team in Phelps, NY. This full-time customer service position serves as a first point of contact for customers calling Halco.

You’ll answer incoming calls, listen to customers’ needs, and schedule appointments while working closely with our dispatching team to keep scheduling efficient and organized. A friendly voice, clear communication, and dependable follow-through are essential to helping every customer feel heard and cared for.

This position focuses on customer service and appointment scheduling. Our dispatching team handles technician dispatch.

Schedule and Pay

• Monday through Friday, 7:00 AM to 4:00 PM
• One-hour lunch each day
• Full-time, in-person position
• $20.00 to $23.00 per hour

Key Responsibilities

• Answer incoming calls with a friendly, professional, and helpful approach
• Listen carefully to customers and accurately document their service needs
• Schedule appointments based on customer needs and available scheduling options
• Work closely with the dispatching team to coordinate appointments efficiently
• Respond to customer questions and follow up on calls, messages, and scheduling requests
• Maintain accurate customer information and appointment details in our systems
• Communicate clearly with customers and internal team members
• Provide outstanding customer service during every interaction

What We’re Looking For

• Two or more years of experience in an office, customer service, or call center role
• A patient, positive attitude and a strong commitment to helping customers
• Excellent written and verbal communication skills
• Strong organizational, problem-solving, and time-management abilities
• Ability to manage multiple calls and tasks while maintaining accuracy and professionalism
• Comfort working at a desk and speaking on the phone for extended periods
• Proficiency with Microsoft Office, Google Docs, and general computer systems
• Familiarity with the Finger Lakes region is a plus
• 401(k) with 100% company match (up to 4%)
• Medical, dental, and vision insurance
• Flexible Spending Account (FSA)
• Voluntary supplemental insurance available through Aflac
• Paid time off: vacation, holidays, and sick days
• Company-paid life insurance ($10K whole life & $25K term)
• NYS Disability and company-provided short-term disability coverage
• Gym membership reimbursement
• Parental leave
• Annual birthday bonus
• Employee Assistance Program
• Weekly paychecks

If you enjoy helping people, take pride in providing excellent customer service, and work well as part of a team, we’d love to hear from you.

Job Type:Full-time

Pay:$20.00 – $23.00 per hour