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Client Relations Specialist

2 months ago

Rochester, New York, United States EMCOR Government Services Full time

Position Overview:

The main duties of this role encompass: client interaction, operational planning, service dispatching, utilization of company software platforms, and additional responsibilities as outlined below. It is essential to ensure that all assigned tasks are organized, executed safely, and completed promptly.

Key Responsibilities:

Perform the following tasks for EMCOR Government Services (daily activities):

  • Manage incoming client calls and schedule appointments accordingly.
  • Generate call tickets and work orders with all relevant client details in the system.
  • Each morning, review all communications from the previous night/weekend, consult with technicians and management, and follow up as necessary.
  • Provide updates on work orders to clients as required.
  • Assist with service dispatch by prioritizing, scheduling, and assigning work orders to technicians.
  • Support billing processes for work orders as needed.
  • Issue purchase orders as required.
  • Coordinate sales appointments with clients and monitor appointment schedules.
  • Open and close installation work orders, tracking necessary information throughout the process.
  • Complete the invoicing and billing procedures for all installation projects and assist with service billing.
  • Maintain responsibilities related to the preventative maintenance program, including: entering new clients into the database, sending renewal notifications, contacting clients, scheduling maintenance appointments, tracking program updates, and recommending process enhancements.
  • Warranty Management: file for, maintain, and organize all warranty documentation including parts and labor warranties as per vendor requirements.
  • Assist the service manager by organizing weekly time tickets for payroll and follow-up.
  • Process financing and credit card transactions.
  • Collaborate with service technicians to schedule sales appointments as necessary.
  • Perform general office duties such as filing and managing supplies.

General Duties and Responsibilities:

  • Develop a comprehensive understanding of the skills of all residential service technicians.
  • Follow up on incomplete tasks to ensure timely completion.
  • Propose improvement strategies to the service supervisor.

Qualifications:

  • Strong organizational capabilities.
  • Proficient computer skills – ability to learn new software and utilize company systems.
  • Self-motivated and a collaborative team player.
  • Exhibit a strong work ethic.
  • Ability to multitask effectively.
  • Adhere to safety protocols in the workplace (i.e., safety glasses, safety shoes, hard hats, etc.).
  • Additional responsibilities may be assigned as necessary.

As a prominent provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer a competitive salary and benefits package. We are continually seeking individuals with the talent and skills necessary to contribute to our ongoing growth and success. We are an Equal Opportunity Employer/Veterans/Disabled.

Compensation Range: $18.00-$20.00/hour

Benefits: We are dedicated to providing a comprehensive benefits package that includes medical, dental, and vision coverage, along with health savings and flexible spending accounts, life insurance, disability, a 401(k) Savings Plan, College Coach, and an employee assistance program.

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