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Call Center Coordinator

4 months ago

Jamaica, United States Collins Building Services Full time

**About**:
Collins Building Services (CBS) is proud to be a leading firm in facility management throughout the New York Tri-State area for over 30 years. Clients choose us for our commitments of superior quality service, transparency, and innovation, tailored to their individual needs. With over 3,200 employees, Collins Building Services’ operations team is responsible for providing the excellent service that has been recognized throughout the industry.

This is a unique opportunity to join an established company that is investing in constant innovation, turning customer feedback into actionable insights for business success and solutions. If you want to work for a company that’s focused on providing you the best experience with a continued focus on your personal growth and development - join the CBS Operations Team

**Position Summary**:
The Call Center Coordinator will be directly responsible for assisting the Call Center Supervisor and overseeing a group of student call center service representatives. The call center fields call from students, parents, various administrative personnel from the University, as well as University Management, field trades and janitorial staff and various vendors.

**Responsibilities**
- In conjunction with the CCS, oversee the call center’s team of student service representatives
- Work directly with the Call Center Supervisor and assist in fielding calls, and assist in training new student service reps
- Handle calls from students regarding work service requests
- Assist on calls in which a student service rep may have trouble in dealing with a particular call
- Create service request work orders for various trades and janitorial functions
- Provide helpful feedback and positive communication to motivate call center reps
- Assist Call Center Manager in creating service requests for the Purchasing and Procurement Department
- Schedule work orders through the university Work Order System and ensure work is distributed to the maintenance field staff in a timely manner in order to complete work within the allotted time frame
- Follow up with management on work that has not been completed in a timely manner or in a satisfactorily manner
- Review on a daily basis that all scheduled work has been completed on time or marked as not completed with the proper resolutions
- The ability to work with and address concerns of possibly angry or unhappy residents and know when it is time to escalate the call to the Call Center Supervisor

**Qualifications**:

- High School Diploma
- Associates degree in Business, Management, or Public Relations or a computer related field
- Knowledge and ability to utilize online facilities maintenance management systems
- Strong English communication skills both written and verbal
- Able to work in a professional manner at all times and actively contributes to a positive work environment
- Must be highly organized with great attention to detail and a high standard for accuracy
- Very strong follow up skills required
- Strong knowledge and ability of excel, word, outlook software
- Strong relationship building skills, specifically able to build effective relationships with client management, other facility teams, client representatives, CBS staff and management
- Experience in an union environment highly desired as well as experience following union protocol
- Able to direct assigned student employees
- Proactively raises concerns and recommendations to management whenever possible
- Self-starter able to work with a high degree of urgency and under pressure to meet deadlines
- Able to work in a fast paced environment with multiple projects at the same time
- Desire to be successful and solution driven
- Able to work successfully in a team environment
- Able to prioritize work and elevate appropriately any obstacles or concerns

Pay: $19.00 - $21.00 per hour

Shift:

- 8 hour shift
- Day shift

Weekly day range:

- Monday to Friday

Work setting:

- In-person

Application Question(s):

- Are you able to reliably commute to the Jamaica, NY region?

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- Spanish (preferred)

Work Location: In person