LONG Building Technologies
LONG Building Technologies, Inc. is an Equal Opportunity Employer.
Position Purpose
The Customer Service Help Desk Specialist supports the Service Coordinator and COBI Service Operations in the organization of the scheduling Service agreement remote support and on-site visits. The Customer Service Help Desk specialist also provides first line telephone support to the customer utilizing the customer's BAS (Building Automation System) to fulfill remote support requirements as defined in customer service agreement contracts. This position also provides escalation to next level support when problem resolution is not possible within the contracted timeline window. This position also acts as secondary support to the Service coordinator.
Pay Range: $33.00 - $40.05 per hr. plus potential profit share.
Benefits
Medical, Dental and Vision Insurance, Voluntary Life Insurance, Voluntary Accident and Critical Care Insurance, Basic Life, Short-Term and Long-Term Disability, Employee Assistance Program (EAP), 401(k) with Employer Matching contributions, Profit Sharing/Bonus Program, Paid Time Off, Paid Community Service Day, 8 Paid Holidays, Tuition Reimbursement, Pet Insurance, Legal and IDShield are offered to eligible employees.
Essential Duties and Responsibilities
To perform this job successfully, you must be able to perform each essential duty satisfactorily. Other duties or tasks assigned as required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The essential functions of this position include but are not limited to:
- Provide remote BAS system support per Contractual remote support requirements.
- Work on service agreement remote site visits to complete tasking associated with Impact Driven service as well as responding remotely to urgent and emergency service requests.
- Escalate remote support calls that are not resolved under the terms of contract language to either paying remote support service calls and/or provides dispatch capability to dispatch technicians to customer sites.
- Receive and prioritize requests for service from building owners and facility managers via Telephone and/or e-mail while accurately routing calls and Service requests while prioritizing requests for service from building owners and facility managers.
- Provide support to the service coordinator and update schedules as needed.
- Receive and prioritize requests via telephone and/or e-mail for service from building owners and facility managers.
- Receive salesperson service quotes, sets up all service quotes in the accounting system and shared folders.
- Maintain accurate records of service requests, system repairs, and technician schedules.
- Monitor, track, and provide regular updates and communication with the customers on the status of service requests status and repairs.
- Work with the Warehouse Administrator to order service equipment and materials as required
- Assure that no work is performed outside contractual obligations without compensation. While also ensure all costs are captured and documented.
- Provide sales with qualified leads and alerts sales about competitive sales efforts
- Schedule service to satisfy contract requirements and optimize workforce utilization while monitoring customer satisfaction.
- Coordinate with service operations and confirms the time a service technician has been scheduled to perform the required work.
- Travel to customer site as needed.
- Other duties as assigned.
Qualifications
- Associates degree and 3 years of related HVAC work experience or equivalent combination of education and/or experience.
- High computer literacy and proficiency with Microsoft Outlook, Word, and Excel
- Capability to communicate effectively, both verbally and in writing
- Ability to handle a heavy workload of calls while maintaining a high degree of accuracy
- Strong attention to detail and accuracy
Preferred Qualifications
- No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!
Physical Requirements
- This position may require lifting to 25 lbs. from floor to countertop and countertop to floor.
- This position may involve sitting for extended periods, lifting, bending, and kneeling.
Environment
- Indoors office environment
Competencies
To perform this position successfully, an individual must display the following leadership qualities and/or be able to work within the following supervisory relationships.
- LONG expects its employees to understand and meet customer needs, collaborate effectively with colleagues, manage potential hazards and risks, and engage with and contribute to the community. These values are part of our core values used as performance metrics and are integral to company culture.
LONG Building Technologies, Inc. is a leading provider of HVAC equipment and contracting services, serving commercial clients. With a strong commitment to quality and customer satisfaction, we pride ourselves on delivering innovative solutions and exceptional service. Our company operates in an environment where unions play a significant role, ensuring fair labor practices and adherence to industry standards.
At LONG Building Technologies, we don’t just accept difference - we celebrate it, and we thrive on it for the benefit of our co-workers, our customers, and our company. We are proud to be an equal opportunity employer and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.
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