Customer Service Representative

Description

About us: 

As an $100M full-service commercial air conditioning company, Hill York provides system maintenance, service, repairs, energy solutions and installation for a wide range of heating, cooling and ventilation systems.  Since designing and installing the first air conditioning systems in Miami Beach hotels after World War II, Hill York has played a key role in leading Florida facilities to new plateaus of indoor comfort and energy efficiency.

Hill York seeks talented performers and offers a challenging and rewarding work environment that emphasizes teamwork, results, and most importantly honesty and integrity. We value our employees and are committed to attracting highly skilled, talented individuals to join our strong, family-oriented workforce and to help us build on our success.

Hill York is a wholly owned subsidiary of EMCOR Group, Inc., a Fortune 500 company.

We are a Drug Free Workplace and an Equal Opportunity Employer.

JOB SUMMARY:

Are you seeking a dynamic role that requires experience, critical thinking, and a passion for customer service excellence? The Customer Service Representative position is an opportunity to thrive in a multidimensional role that encompasses not only customer service, but also dispatching. We’re searching for individuals who aspire to grow within our company and department. In this role, you’ll be the linchpin of our service department, collaborating closely with critical environments, maintenance, and our dispatching unit. In addition to maintaining databases and providing excellent customer service, you’ll play a pivotal role in verifying invoice accuracy, coordinating with sales representatives, and supporting our technicians.

ESSENTIAL FUNCTIONS:

• Act as the primary point of contact for customers, technicians, sales representatives, and service managers.
• Cultivate and maintain robust business relationships with current and potential customers, delivering top-notch customer service.
• Provide customer follow ups for every visit
• Identify inefficiencies in current processes and actively work on streamlining workflows and creating standard operating procedures (SOPs).
• Handle multi-line phones in a professional, pleasant, and helpful manner
• Accurately schedule and dispatch service technicians to customer locations for service calls, maintenance, and critical environments.
• Provide technicians with all necessary job-related information and documentation to facilitate their work.
• Collaborate with the dispatch board and, when needed, work as the area dispatcher to meet business requirements.
• Maintain customer databases and forms using appropriate platforms, fostering cross-functional relationships with critical environments and maintenance functions.
• Collaborate with the billing department to ensure accurate customer invoicing.
• Keep all relevant parties informed with timely status updates (management, sales, purchasing, customers, dispatchers, etc.).
• Develop and maintain Standard Operating Procedures (SOPs) for job functions and, as needed, for technicians.
• Ensure timely submission of warranty work to vendors.
• Contribute to the development and deployment of new critical environment, maintenance, and dispatch projects alongside Project Managers.
• Coordinate and oversee critical environments technicians’ training and certification requirements.
• Exercise discretion and independent judgment in planning, scheduling, coordinating, and directing operational resources and labor hours.
• Be available for on-call duty for a minimum of two weeks per month.
• Ensure all related service tickets and documentation are attached to the appropriate work orders.
• Prepare and update weekly spreadsheets for team meetings.
• Maintain exceptional customer service skills while handling a high volume of calls, ensuring a positive and upbeat demeanor.
• Provide support to dispatch and other areas when needed, maintaining professionalism when interacting with both customers and colleagues.
• Perform other related duties as required.

QUALIFICATIONS:

• Ability to work full-time in office to effectively collaborate with CSR and/or cross functional teams.
• Ability to work in a cooperative manner with co-workers, vendors, and clients.
• High school diploma or equivalent.
• Minimum of two years of relevant experience.
• Excellent communication, negotiation, and interpersonal skills.
• Strong desire for continuous improvement.
• Basic Microsoft Excel skills (eg. Filter, sort, simple formulas)
• Ability to multitask in a fast-paced environment.
• HVAC knowledge a plus

We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled.

“Notice to prospective employees: There have been fraudulent postings and emails regarding job openings. EMCOR Group and its companies list open positions here. Please check our available positions to confirm that a post or email is genuine.

EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR’s normal application process – it is probably fraudulent.”