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Client Support Specialist

2 months ago

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

Position Overview:

The key functions of this role encompass: engaging with customers, organizing service requests, utilizing company software platforms, and executing various responsibilities as detailed below. It is essential to ensure that all assigned tasks are structured, conducted safely, and finalized promptly.

Core Responsibilities:

Execute the following duties for EMCOR Government Services (performed daily):

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

General Duties and Responsibilities:

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

Qualifications:

  • Exhibit strong organizational capabilities.
  • Possess computer skills with the ability to learn new software and utilize company systems.
  • Be self-driven and a collaborative team member.
  • Demonstrate a solid work ethic.
  • Ability to manage multiple tasks simultaneously.
  • Comply with safety protocols in the workplace (i.e., safety glasses, safety shoes, hard hats, etc.).
  • Additional responsibilities may be assigned as required.

As a prominent provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer a competitive salary and benefits package, always seeking individuals with the necessary skills and talents 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 our employees with 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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