Commercial Customer Service Representative

BGIS is a global leader in integrated facility management services, and they are seeking a Commercial Customer Service Representative to support their 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, and ensure customer needs are handled quickly and professionally.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 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
• 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