HVAC Customer Service Representative

Customer Service Representative

Hill York seeks a Customer Service Representative to serve as the primary liaison between customers and service technicians to ensure timely coordination and exceptional service to meet customer needs and satisfaction. The ideal candidate thrives in a fast-paced environment, demonstrates sharp critical thinking, and excels at juggling multiple high-priority tasks – all while delivering world-class service. The Customer Service Representative position is an opportunity to thrive in a multidimensional role that encompasses not only customer service, but also working closely with technicians and fellow Customer Service Representatives. 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 area dispatchers. 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 duties and responsibilities include:

• Serving as the primary contact for customers, technicians, sales representatives, and service managers, maintaining strong professional relationships and delivering exceptional customer service by fostering open communication, collaboration, mutual respect, and trust.
• Providing responsive and personalized service to a diverse customer base, ensuring a high standard of care and professionalism.
• Accurately scheduling and dispatching technicians for service calls, maintenance, and critical environments, ensuring they receive all necessary job information and documentation.
• Professionally managing high call and email volume with a positive demeanor and providing follow-up for every customer visit.
• Cultivating and maintaining robust business relationships with current and potential customers, delivering top-notch customer service.
• Applying critical thinking to assess customer needs, troubleshoot issues, resolve escalations professionally, and deliver effective solutions, collaborating with supervisors as needed.
• Exercising discretion and independent judgment in planning, scheduling, coordinating resources, reviewing labor hours, and ensuring proper service ticket documentation.
• Demonstrating accountability, taking ownership of outcomes, and fostering a positive and collaborative team environment.
• Being available for on-call duty for at least two weeks per month and holidays as needed.
• Proactively identifying operational gaps, workflow inefficiencies, and improvement opportunities, collaborating with leadership to enhance scheduling, communication, and customer experience.
• Meeting or exceeding departmental service-level goals, adapting to changing schedules and customer needs, and maintaining smooth operational flow.
• Collaborating with fellow Customer Service Representatives, acting as area dispatcher when needed, and maintaining customer databases, forms, and cross-functional relationships.
• Partnering with the billing department to ensure accurate invoicing and providing timely status updates to all relevant parties including management, sales, purchasing, and dispatch.
• Developing and maintaining Standard Operating Procedures (SOPs) and coordinating critical environments technicians' training and certification requirements.
• Preparing and updating weekly spreadsheets for team meetings and performing other duties as required to meet business needs.

Qualifications include:

• Ability to work full-time in office during regular business hours to effectively collaborate with CSR, billing, and other cross functional teams.
• Ability to work a minimum of two holidays per year based on business needs.
• Ability to work in a cooperative manner with co-workers, vendors, and clients.
• Ability to think critically and solve problems independently.
• Comfortable working in a fast-paced team-oriented environment.
• Positive and team-oriented with a collaborative approach to problem-solving.
• Excellent communication, negotiation, and interpersonal skills.
• High school diploma or equivalent.
• Minimum of two years of relevant experience.
• Strong desire for continuous improvement.
• Basic Microsoft Excel skills (eg. Filter, sort, simple formulas)
• HVAC knowledge a plus

Equal Opportunity Employer

As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled.

Affirmative Action Policy

Please review our Affirmative Action Policy.

Notice to Prospective Employees

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.