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Emcor Services Customer Service Representative in Gates-North Gates, New York


About Us: EMCOR Services Betlem has been in business for over 90 years, designing, building, and servicing HVAC, refrigeration, controls, and piping systems for new construction, renovation, and retrofit projects.

Job Title: Residential Customer Service Representative

Job Summary:

The primary responsibilities of this position include: customer communication, planning, dispatching, use of company software systems, and other tasks as described in detail below. Ensure that all tasks assigned to you are organized, performed safely, and completed in a timely manner.

Essential Duties & Responsibilities:

Perform the following work and tasks for Betlem Residential (performed daily):

Handle incoming customer phone calls and schedule accordingly

Create call slips and work orders w/ all pertinent client information in COINS

Each morning review all calls from the prior night/weekend, discuss with the technician and managers and follow-up as needed.

Provide follow up of work orders with customers as needed

Provide support for service dispatch as needed including prioritizing, scheduling, and assigning work orders to technicians

Provide support with billing of work orders as needed

Give out purchase orders as needed

Schedule sales appointments with customers and track sales appointments

Open and close installation work orders and track required information while in progress.

Complete the invoice / billing process on all installation work and provide support to service billing.

Track all job bookings and sales on a month to month basis.

Track and generate quarterly spiffs for service technicians.

Job cost and prepare commission statements for sales people and obtain approval from manager

Warranty: file for, maintain and organize all of our warranty needs including Parts and/or labor warranties per our vendors requirements

Provide support to the service manager including assisting and organizing weekly time tickets for payroll and follow-up.

Process financing / credit card information.

Work with service technicians to schedule sales appointments as needed

General office duties including filing and managing supplies as needed

General Duties and Responsibilities:

Develop a detailed understanding of all of the residential service technicians’ skills.

Follow-up on incomplete work to make sure it gets completed in a timely manner.

Suggest methods of improvement to the service supervisor

Have strong organizational skills

Computer skills - ability to learn new programs and use company software systems

Be self-motivated and a team player

Demonstrate a great work ethic

Multi task

Adhere to safety requirements in shop (i.e. safety glasses, safety shoes, hard hats etc.)

Other responsibilities may be added to this job description as situation requires


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