Commercial Customer Service Representative

About the role

Join BGIS and become the voice behind exceptional customer service for our growing commercial HVAC operations team. You'll handle customer inquiries, dispatch work orders, and ensure timely service support.

Responsibilities

• Answer incoming customer calls, emails, and service requests.
• Provide professional and responsive support to commercial customers.
• Manage customer inquiries with a problem-solving and customer-first mindset.
• Escalate complex issues and customer concerns to leadership when appropriate.
• Follow through to ensure customer needs are fully resolved and company service standards are met.
• Create, update, and dispatch work orders using internal service management systems.
• Cook up technician scheduling and service appointments.
• Route service requests to appropriate internal teams and external service providers.
• Manage incoming work requests and ensure accurate data entry.
• Monitor and update the status of service requests throughout the service lifecycle.
• Maintain accurate customer account records and database information.
• Track service activities and ensure documentation is completed accurately.
• Support operational reporting and information sharing with frontline leadership.
• Manage confidential customer and company information.
• Aid with office organization and supply management as needed.
• Develop expertise in customer accounts, work order systems, and operational procedures.
• Identify opportunities to improve customer service processes and workflows.
• Support special projects and departmental initiatives as assigned.

Requirements

• High school diploma or GED equivalent.
• Minimum one year of customer service, dispatching, call center, administrative support, or related experience.
• Strong verbal and written communication skills.
• Exceptional customer service and interpersonal skills.
• Strong attention to detail and organizational abilities.
• Ability to multitask in a fast-paced environment.
• Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel.
• Strong keyboarding and data-entry skills.
• Ability to learn new software systems and processes quickly.

Preferred Experience

• Supporting commercial HVAC, facilities maintenance, construction, property management, or service operations.
• Previous dispatching or service coordination experience.
• Experience using work order management or scheduling systems.
• Knowledge of facility operations, maintenance services, or property management industries.

Qualifications

• Required: High school diploma or GED equivalent.
• Required: Minimum one year of customer service, dispatching, call center, administrative support, or related experience.
• Required: Strong verbal and written communication skills.
• Required: Exceptional customer service and interpersonal skills.
• Required: Strong attention to detail and organizational abilities.
• Required: Ability to multitask in a fast-paced environment.
• Required: Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel.
• Required: Strong keyboarding and data-entry skills.
• Required: Ability to learn new software systems and processes quickly.
• Prioritize: Supporting commercial HVAC, facilities maintenance, construction, property management, or service operations.
• Prioritize: Previous dispatching or service coordination experience.
• Prioritize: Experience using work order management or scheduling systems.
• Prioritize: Knowledge of facility operations, maintenance services, or property management industries.

Skills for Success

• Customer relationship management.
• Phone and email communication.
• Scheduling and dispatching.
• Work order management.
• Problem solving.
• Data entry accuracy.
• Time management.
• Multitasking.
• Team collaboration.
• Professional communication.
• Customer issue resolution.

Benefits

• Competitive hourly rate: $19-$20/hour ($39,520 - $41,600 annually).
• Paid time off: Start with 48 hours, increasing to 168 hours with tenure.
• Paid holidays: 7 per year (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas).
• 401(k) match: 5% employer match to secure your financial future.
• Company-issued tech: Cellphone and tablet provided.
• Annual boot voucher: Stay equipped for the job.
• Comprehensive benefits: Health, life, and disability coverage.
• Corporate perks: Exclusive discounts through ADP.
• Career development: Access to technical training and growth opportunities.
• Relocation potential: Explore opportunities to advance within our global network.