Customer Service Representative - Call Center

Kellermeyer Bergensons Services (KBS) is hiring a Customer Service Representative to manage customer and vendor communications, service records, and project scheduling. The role supports service-level agreements, resolves and tracks customer issues, and coordinates with internal teams to improve the customer experience.

Responsibilities:

• Responsible for accurate and timely creation and management of Service Records, Service Orders, Case Records, IVR Management, Client Work Order systems and QA Calls
• Communicates directly with customers and vendors via phone or email
• Assesses and responds promptly to customer inquiries, comments, and complaints, with the ability to properly triage requests based on urgency
• Obtains and evaluates all relevant information to effectively address customer service inquiries, comments, or complaints
• Handles and resolves customer complaints quickly and professionally, with follow up to ensure that complaints were resolved to the customer’s satisfaction
• Schedules and monitors the completion of customer projects with assigned and existing KBS vendors
• Escalates any projects on the executive weekly reports that need crew assignments to corresponding field managers and Strategic Account Managers
• Identifies, records, and tracks unresolved complaints, and directs them to the appropriate resource for resolution
• Maintains detailed records of written or verbal customer communication, noting the communication date, reason, action(s) taken, and next step(s), if applicable
• Stay abreast of what is working and what is not working and make recommendations to bring greater efficiencies through continuous improvements
• Communicates and coordinates with internal departments regarding customer inquiries, comments, and complaints, project scheduling, compliance, and any other relevant issues central to improving the customer experience
• Perform other related duties as required and assigned

Requirements:

• The Customer Service Representative position requires exceptional interpersonal skills and attention to detail
• Knowledge of customer service principles and practices
• 1-2 years' experience and knowledge of administrative procedures
• High School Diploma, General Education Degree, or equivalent
• Demonstrated keyboarding skills of at least 40wpm
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Facilities Maintenance industry
• Customer service call center operations
• Interpersonal, listening, and conflict management (EQ)
• Stress management
• Written and oral communication
• Mathematical, analytical and problem-solving skills
• Detail focus
• Data entry accuracy and editing skills
• Management reporting
• Microsoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)
• Dealing with ambiguity
• Action Oriented
• Integrity and Trust
• Customer focus
• Priority setting
• Time management
• Bachelor's Degree is a plus