HVAC Customer Service Representative

About Us

As a full-service commercial air conditioning company, Hill York provides design build solutions, new construction, 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 such as condos, offices and university buildings to new plateaus of indoor comfort and energy efficiency. We are a growing company with four locations in the State of Florida.

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.

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 Duties & Responsibilities

• Serve 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. 
• Provide responsive and personalized service to a diverse customer base, ensuring a high standard of care and professionalism. 
• Accurately schedule and dispatch technicians for service calls, maintenance, and critical environments, ensuring they receive all necessary job information and documentation. 
• Professionally manage high call and email volume with a positive demeanor and provide follow-up for every customer visit. 
• Cultivate and maintain robust business relationships with current and potential customers, delivering top-notch customer service. 
• Apply critical thinking to assess customer needs, troubleshoot issues, resolve escalations professionally, and deliver effective solutions, collaborating with supervisors as needed.  
• Exercise discretion and independent judgment in planning, scheduling, coordinating resources, reviewing labor hours, and ensuring proper service ticket documentation.  
• Demonstrate accountability, take ownership of outcomes, and foster a positive and collaborative team environment.  
• Be available for on-call duty for at least two weeks per month and holidays as needed. 
• Proactively identify operational gaps, workflow inefficiencies, and improvement opportunities, collaborating with leadership to enhance scheduling, communication, and customer experience.  
• Meet or exceed departmental service-level goals, adapt to changing schedules and customer needs, and maintain smooth operational flow.  
• Collaborate with fellow Customer Service Representatives, act as area dispatcher when needed, and maintain customer databases, forms, and cross-functional relationships.  
• Partner with the billing department to ensure accurate invoicing and provide timely status updates to all relevant parties including management, sales, purchasing, and dispatch.  
• Develop and maintain Standard Operating Procedures (SOPs) and coordinate critical environments technicians' training and certification requirements.  
• Prepare and update weekly spreadsheets for team meetings and perform other duties as required to meet business needs.  

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Qualifications

• 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.