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Customer Service Representative

2 months ago

Tempe, Arizona, United States EMCOR Group Full time

Job Summary:

The Customer Service Representative provides primary support for EMCOR's contracted customers, vendors, and technicians. This includes creating work orders and coordinating with necessary parties to effectively and efficiently resolve customer issues in ways that meet or exceed our customers' expectations.

Key Responsibilities:

  • Answer incoming calls from business customers and use judgment to determine proper work order handling.
  • Create work orders from calls and dispatch them via email or web within specified timelines.
  • Escalate and track high-priority work orders according to account procedures.
  • Follow customer-specific policies and procedures.
  • Coordinate with customers, vendors, facility managers, technicians, and management to facilitate the flow of reactive maintenance work in customer facilities.
  • Prioritize work to meet or exceed established performance standards.
  • Provide work order follow-up and reporting as required.

Requirements:

  • High school diploma or equivalent years of customer service experience.
  • 2-3 years of office-based customer service or call center experience preferred.
  • Basic facilities maintenance knowledge preferred.
  • Strong computer and phone skills.
  • Ability to use web-based computer applications and type with at least 90% accuracy.
  • Excellent communication skills, both written and verbal.
  • Internal personal skills.
  • Able to manage telephone customer interactions and convey confidence while resolving customer issues.
  • Professional, friendly demeanor with a customer-oriented attitude.
  • Good communication and listening skills.
  • Able to understand and accurately communicate customer needs, while demonstrating critical thinking and problem-solving skills.
  • Flexible availability to help staff our operations.
  • Able to thrive in a changing environment.
  • Able to complete work accurately while under deadline pressure.

Work Environment:

EMCOR Group is a leading provider of facility services, and this role will be part of our team that supports our customers' facilities maintenance needs.