HVAC Customer Service Representative

Hill York is a $100M+ full-service commercial air conditioning company providing 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 levels of indoor comfort and energy efficiency. We are a growing company with four locations in Florida, offering a challenging and rewarding work environment that emphasizes teamwork, results, honesty, and integrity.

About the role

The Customer Service Representative serves as the primary liaison between customers and service technicians to ensure timely coordination and exceptional service. The ideal candidate thrives in a fast-paced environment, demonstrates sharp critical thinking, and excels at juggling multiple high-priority tasks while delivering world-class service. This multidimensional role encompasses customer service, collaboration with technicians, and coordination with dispatchers, sales representatives, and billing. You will be the linchpin of our service department, playing a pivotal role in verifying invoice accuracy, supporting technicians, and maintaining customer databases.

Responsibilities

• Serve as the primary contact for customers, technicians, sales representatives, and service managers, maintaining strong professional relationships and delivering exceptional customer service through 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.

Requirements

• 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 (e.g., filter, sort, simple formulas).
• HVAC knowledge a plus.