Remote Customer Service Associate Jobs in Syracuse, UT

Travel: Approximately 20-40%, based on territory and customer requirements

Position Summary

The BAS Client Service Representative (CSR) is responsible for developing, selling, renewing, and expanding recurring Building Automation Systems service agreements for existing and prospective KBS customers.

The primary objective is to transition customers from a traditional break/fix and Time & Material (T&M) service model to a proactive, planned BAS service relationship.

BAS modernization and migration planning

Key Responsibilities

1. BAS Service Agreement Sales

• Develop and close new recurring BAS service agreements within the assigned territory and customer base.
• The objective is to build long-term recurring customer relationships, not simply generate individual service calls.

1. Existing KBS Customer Conversion

• A major focus of this position is converting existing KBS customers into formal BAS service agreements.
• The CSR should help customers understand the difference between reactive support and proactive BAS lifecycle management.

1. Kelso Connected & Remote BAS Services

The CSR will position Kelso Connected as a key component of the KBS BAS service strategy.

1. Customer Discovery & Consultative Selling

Use a structured discovery process to understand the customer's:

• Facility portfolio
• BAS platforms
• HVAC equipment
• Operational requirements
• Current maintenance practices
• BAS staffing capabilities
• Existing service providers
• System reliability issues
• Comfort complaints
• Energy concerns
• Alarm-management challenges
• Cybersecurity concerns
• Capital-planning requirements
• System obsolescence
• Reporting expectations

The CSR should ask questions that uncover the business impact of BAS problems rather than focusing exclusively on technical deficiencies.

1. New Customer Business Development

• Develop BAS service opportunities with organizations that do not currently use KBS.

1. Service Agreement Renewals & Retention

• Own or support the commercial renewal process for assigned BAS service agreements.
• Renewal should be treated as an ongoing account-management process, not an event that begins shortly before contract expiration.

1. Account Development

• The CSR is responsible for growing the value of assigned BAS customer relationships.
• The objective is to become the customer's long-term BAS lifecycle partner.

1. Repair & Small Project Opportunities

• Work closely with BAS Field Service Operations and the BAS Parts Coordinator to ensure deficiencies identified during service are addressed.
• The CSR maintains commercial ownership of the customer relationship while technical and operational personnel provide the necessary technical support.

1. Project & Warranty Conversion

• Work with BAS Project Management and Field Service Operations to transition completed BAS projects into recurring service relationships.
• Engage customers during the warranty period to demonstrate the value of our services.

1. Customer Business Reviews

• Conduct periodic customer reviews based upon account size and service level.
• Use these reviews to reinforce KBS value, strengthen customer relationships, and identify additional opportunities.

1. Coordination with KBS Operations

• The CSR is the commercial relationship owner but must maintain close coordination with Operations.

1. CRM & Pipeline Management

• Maintain accurate customer and opportunity information within KBS CRM systems.
• Sales activity should provide leadership with reliable visibility into the BAS service pipeline.

1. BAS Platforms

• The CSR does not need to be a BAS programmer but should develop sufficient technical knowledge to confidently discuss BAS service requirements across major platforms.
• The CSR should understand that KBS's value is its ability to provide a system-agnostic service approach across diverse customer portfolios.

Qualifications

Required

• 3+ years of experience in BAS, HVAC, mechanical service, technical sales, service sales, account management, facility services, or related industry.
• Demonstrated customer relationship skills.
• Strong communication and presentation skills.
• Ability to identify customer needs and develop solutions.
• Strong organizational and follow-up skills.
• Ability to manage multiple customers and opportunities.
• Comfortable discussing technical solutions with facility personnel.
• Ability to work effectively with technical and operational teams.
• Working knowledge of CRM and Microsoft 365 applications.
• Ability to travel throughout assigned territory.

Preferred

• BAS service or controls experience.
• HVAC service agreement sales experience.
• Existing relationships within commercial and institutional facility markets.
• Experience selling recurring service agreements.
• Familiarity with Niagara and major BAS platforms.
• Experience with remote monitoring, FDD, analytics, energy services, or smart-building technologies.
• Understanding of BAS OT cybersecurity fundamentals.
• Experience selling multi-site or portfolio-level service agreements.