Customer Service Representative

Role Overview

• Provide inbound customer service phone and email support to customers with questions, issues, or requesting facility services
• Provide a variety of documentation duties as a result of these inquiries for the facility
• Act as key point of contact with customers, promoting positive customer relationships
• Respond and follow up to customer inquiries by researching status of work requests and projects
• Interact with other departments to ensure services are met
• Answers telephone inquiries for the day to day building maintenance issues
• Following standards, dispatch appropriate personnel as required, or redirect calls as necessary
• Escalate calls as required
• Receives all work order requests via telephone or email and creates work order, determining description, correct trade skill set, priority, location, requestor and contact information
• Utilizes multiple CMMS systems to distribute, coordinate, track and monitor requests
• Contacts customers to ascertain data omitted on work orders and follow up to determine customer satisfaction
• Maintains ongoing contact with Internal Clients to ensure follow through on requests
• Tracks and assists in resolution of customer issues and follow-up
• May be asked to perform random completed WO surveys to provide management with customer satisfaction report
• Follows the utmost professionalism, positive corporate image, and enthusiasm when dealing with customer
• Must be able to work in a team environment, communicate with other agents, develop computer skills, and promote a positive work ethic

Requirements

• High School diploma or equivalency
• Experience in a maintenance environment and has an understanding of how it functions
• Ability to speak, read, and write English fluently
• Customer service experience in a contract service industry
• Strong computer and verbal communication skills, including experience with a CMMS and Web-based Management Systems
• Pleasant and personable and patient disposition
• Excellent organizational skills
• Ability to remain calm and courteous when handling difficult calls and requests
• Ability to apply sound judgment and decision-making skills in dealing with a variety of issues
• Able to accurately enter data into a database
• Self-motivated, stress, and pressure resistant, as well as a quick learner
• Must be willing to continue training in their skill set to maintain knowledge in the latest equipment and technologies in their assigned duties
• Ability and willingness to work rotational shift, including days, evenings, and nights as well as overtime, weekends, and holidays as required.
• Proficient with Office 365, Excel, ETC

Benefits

• health, vision, and dental insurance
• flexible spending accounts
• health savings accounts
• retirement savings plans
• life and disability insurance programs
• paid and unpaid time away from work