Service Coordination Representative

2 weeks ago

Tempe, Arizona, United States EMCOR Group Full time

Customer Service Representative

Job Category: Administrative Services

Requisition Number: CUSTO018582

Job Overview:

EMCOR Facilities Services (EFS), a key division of EMCOR Group, manages over 1 billion square feet of facilities globally. Our services cater to essential sectors including finance, manufacturing, pharmaceuticals, transportation, and government.

Position Summary: The Customer Service Representative acts as the primary support for EMCOR's Customer Solutions Center (CSC), engaging with contracted clients, vendors, and technicians. This role involves generating work orders and collaborating with relevant parties to effectively address customer concerns, ensuring satisfaction that meets or surpasses expectations.

Key Responsibilities:

  • Respond to incoming calls from business clients contacting the Customer Solutions Center (CSC).
  • Utilize judgment and foundational knowledge of facility maintenance to appropriately manage work orders.
  • Identify the nature of facility maintenance requests and the necessary services to address them.
  • Create and dispatch work orders via email, web, or fax within designated timeframes.
  • Escalate and monitor high-priority work orders in accordance with account protocols.
  • Adhere to customer-specific policies and procedures while managing multiple clients.
  • Coordinate with clients, vendors, facility managers, technicians, and management to streamline reactive maintenance tasks.
  • Prioritize tasks to meet or exceed established performance metrics.
  • Provide follow-up and reporting on work orders as needed.
  • Perform additional duties as assigned.

Qualifications:

Education: High school diploma or equivalent customer service experience.

Experience: 2-3 years of office-based customer service or call center experience preferred. Basic knowledge of facilities maintenance is advantageous.

Technical Skills: Proficient computer and phone skills, with the ability to utilize web-based applications and maintain at least 90% typing accuracy.

Communication Skills: Excellent written and verbal communication abilities, along with strong interpersonal skills.

Ability to manage customer interactions confidently while resolving issues effectively.

Professional demeanor with a customer-focused attitude. Strong listening skills and the ability to accept constructive feedback.

Capability to understand and articulate customer needs, demonstrating critical thinking and problem-solving skills.

Flexible availability to support 24/7 operations.

Ability to adapt in a dynamic environment, as each call presents unique challenges.

Competence in completing tasks accurately under time constraints, making swift decisions with limited customer input.

Knowledge of facility maintenance services is a plus.

Work Location: Please refer to company resources for location details.

EMCOR Group offers a competitive salary and a comprehensive benefits package, continuously seeking individuals with the skills and talents necessary for our ongoing growth and success. We are an Equal Opportunity Employer.

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