Customer Service Representative

1 month ago

Tempe, Arizona, United States Turnaround Welding Services Full time
Job Summary

The Customer Service Representative provides primary support for EMCOR Customer Solutions Center (CSC) 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 telephone calls from business customers calling into our Customer Solutions Center (CSC).
  • Dispatch auto-generated work orders to our list of suppliers.
  • Create work orders from those calls, and dispatch the work orders via email or web, within specified timelines to ensure technicians arrive onsite within specified time frames.
  • Take ownership and follow customer-specific policies and procedures for each of our numerous clients.
  • Use judgment and basic knowledge of facility maintenance (provided as part of the initial job training) to determine proper work order handling.
  • Escalate and track high-priority work orders according to account 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
  • Flexible availability to help staff our 24/7 operations.
  • Great communication and listening skills.
  • Able to understand and accurately communicate customers' needs.
  • Able to manage telephone customer interactions and convey confidence while resolving customers' issues.
  • Critical thinking and problem-solving skills.
  • Knowledge of facility maintenance a plus.
  • Able to thrive in a changing environment.
  • Able to complete work accurately while under deadline pressure.
  • Able to accept constructive criticism.
  • Professional, friendly demeanor with a customer-oriented attitude.
  • Strong computer and phone skills.

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