EMCOR

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:

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 FUNCTIONS:

• Act as the primary point of contact for customers, technicians, sales representatives, and service managers.
• Be available for on-call duty for a minimum of two weeks per month as well as holidays as needed.
• Cultivate and maintain robust business relationships with current and potential customers, delivering top-notch customer service.
• Build and maintain strong professional relationships with technicians by fostering open communication, collaboration, mutual respect, and trust.
• Maintain exceptional customer service skills while handling a high volume of calls, ensuring a positive and upbeat demeanor.
• Provide responsive and personalized service to a diverse customer base, including top-tier and critical environments, ensuring a high standard of care and professionalism.
• Provide customer follow-ups for every visit.
• Handle multiple 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 fellow Customer Service Representatives 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.
• 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.
• Ensure all related service tickets have appropriate documentation including daily labor review and approval.
• Apply critical thinking and problem-solving skills to assess customer needs, troubleshoot issues, and deliver effective solutions.
• Prepare and update weekly spreadsheets for team meetings.
• Perform other related duties as required to meet business needs.
• Demonstrate accountability by taking ownership of tasks and outcomes, ensuring high-quality service and continuous improvement.
• Foster a positive and collaborative team environment.

QUALIFICATIONS:

• Ability to work full-time in office to effectively collaborate with CSR, billing, and other cross functional teams.
• 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

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.”

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