Job Description

Commercial Customer Service Representative

Full-Time | Commercial HVAC Services

Join BGIS and Become the Voice Behind Exceptional Customer Service

BGIS Integrated Technical Services (ITS) is seeking a Commercial Customer Service Representative to support our growing commercial HVAC operations team.

In this role, you'll be the first point of contact for customers, helping coordinate service requests, dispatch work orders, schedule technicians, and ensure customer needs are handled quickly and professionally. If you thrive in a fast-paced environment, enjoy solving problems, and take pride in delivering outstanding customer experiences, we'd love to hear from you.

As part of the BGIS team, you'll play a critical role in ensuring commercial customers receive timely service support while working closely with technicians, leadership, and service providers.

Why Join BGIS?

BGIS is a global leader in integrated facility management services, delivering innovative solutions across facilities maintenance, HVAC, energy management, project management, and workplace services.

We invest in our employees through training, career development, advanced technology, and opportunities for advancement across our growing organization.

What We Offer Compensation & 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.

Additional Perks

• 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.

What You'll Do
Customer Service & Support

• 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.

Dispatching & Work Order Management

• Create, update, and dispatch work orders using internal service management systems.
• Coordinate 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.

Administrative Support

• 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.
• Assist with office organization and supply management as needed.

Continuous Improvement

• 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.

Qualifications
Required

• 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.

Ideal Backgrounds
Candidates with experience in the following roles are encouraged to apply:

• Customer Service Representative
• Dispatch Coordinator
• Service Coordinator
• Service Dispatcher
• Call Center Representative
• Administrative Coordinator
• Facilities Coordinator
• Maintenance Coordinator
• Scheduling Coordinator
• Customer Support Specialist
• Work Order Coordinator
• HVAC Dispatch Representative

Key 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

Physical Demands & Work Environment

• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.
• Cognitive skills required to work in a fast-paced customer-focused environment including the ability to maintain focus, communicate clearly, respond quickly to requests, follow established processes, and complete tasks within required timeframes.
• Ability to sit, stand, walk, and utilize office equipment for extended periods of time.

Our company culture includes a robust mix of sound business practices and employee initiatives that promote personal and professional development, work/life balance, health and wellness and community involvement.

The Company is an equal opportunity employer. We believe every employee has the right to work in surroundings that are free from all forms of unlawful discrimination. We are committed to providing equal employment opportunity to all employees and applicants without regard to race, color, religion, gender, national origin, age, disability, ancestry, creed, marital status, sexual orientation, or Veteran or military status, genetic information or any other basis prohibited by local, state or federal law in the relevant jurisdiction. This policy applies to all terms and conditions of employment including, but not limited to employment, advancement, assignment and training.

BGIS is committed to strengthening our diversity through recruiting and retaining minority and women professionals from all backgrounds. Our commitment is consistent with our recognition that it is the outstanding people within BGIS who the source of our strength has always been. We recognize that promoting diversity is an integral component of our continuing quest for organizational excellence.

This commitment to Equal Employment Opportunity is made equally as a social responsibility and as an economic and business necessity.

Anyone with questions or concerns regarding Equal Employment Opportunity should contact their direct supervisor or the Human Resources Department without fear of retaliation of any kind.

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