Customer Service Representative

Fort Lauderdale, Florida

This job has expired.

About us:

A 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.

Every day our team of Comfort Champions fans out across the state, sharing their knowledge and mobilizing resources to help make life more comfortable. In hospitals and medical centers. On college and university campuses. At government buildings, performing arts venues, and fitness clubs. We do it by taking maintenance off the hands of building owners with smart technology and remote monitoring. We do it by crafting self-funding energy conservation programs that give tight operating budgets new vitality. And we do it by making our comprehensive services a catalyst for creating sustainable environments where people, productivity and prosperity thrive.

That's Hill York at work: Combining a pioneering history and industry-leading service and innovation to benefit a new generation of Florida customers.

Job Summary:

Hill York seeks a customer service representative to work in a dynamic role across multiple functions to ensure a smooth flow in the service department. This includes working closely with critical environments, maintenance, and the dispatch team. The customer service representative is responsible for accurately maintaining databases, fostering customer relationships, and assisting in verifying the accuracy of invoices. This fast paced, hands-on, team-oriented position works closely with dispatch, service managers, sales, accounting, and other departments as needed.

Customer Service Representative Duties and Responsibilities:

  • Serves as primary point of contact for customers, technicians, sales representatives, and service managers to support the service team.
  • Foster and maintain business relationships with current and potential customers through excellent customer service.
  • Answering multi-line phones and receives all calls in a pleasant manner.
  • Coordinate scheduling and dispatch service technicians to customer locations accurately for service calls, maintenances, and critical environments.
  • Provides the technician with all pertinent job-related information and documentation so that the technician can perform the work.
  • Reviews open work orders and assists with the dispatch board
  • Works with, or as, the area dispatcher depending on needs of the business.
  • Maintain customer databases and forms by using appropriate website platforms.
  • Works to help build cross functional relationships with critical environments and maintenance functions into service, sales, and purchasing.
  • Work closely with billing to ensure the invoicing process for customers is correct.
  • Confirms technician's time daily and ensure that all related service tickets and log sheets are attached to the appropriate work order.
  • Responsible for communication and status updates with all necessary parties (management, sales, purchasing, customers, dispatchers, etc.)
  • Develop and maintain SOPs for job functions.
  • Create, implement, and maintain SOPs for technicians as needed.
  • Ensure warranty work is submitted to vendors in the appropriate time frame.
  • Develop and deploy new critical environment, maintenance, and dispatch projects with service PMs.
  • Coordinate and be responsible for critical environments technicians training and certification requirements.
  • Quote Small Jobs when possible.
  • Responsible for exercising discretion and independent judgment in planning, scheduling, coordinating, controlling, directing activities of all operational resources, and labor hours.
  • Distribute additional work order to proper sales representative to help grow departmental pull through.
  • Meet with purchasing and service manager as needed to ensure all work schedules are going to be met on time.
  • Available to be on call a minimum of two weeks per month
  • Orders list and ensures that all related service tickets and documentation (as required) are attached to the appropriate work order.
  • Prepare and update weekly spreadsheets for hands on meeting.
  • Provide exceptional customer service skills including the ability to handle a heavy volume of calls while maintaining a positive and upbeat demeanor
  • Support dispatch and all areas when help is needed.
  • Maintain professional demeanor when working both customers and co-workers.
  • Performs other related duties as required.
  • Ability to work in a team-oriented atmosphere.
  • Ability to handle a fast-paced environment.
  • Exceptional customer service skills including ability to handle heavy volume of calls.
  • Strong time-management and attention to detail.
  • Proficient on computer using Microsoft Suite and ERP systems.
  • HVAC knowledge a plus
  • Strong verbal and written communication skills
  • Bilingual 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."

This job has expired.

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