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Customer Service Representative

2 months ago

Tempe, Arizona, United States Emcor Inc Full time
About the Role

As a Customer Service Representative with EMCOR Facilities Services, you will play a critical role in providing exceptional support to our clients across various sectors, including financial services, manufacturing, pharmaceutical, transportation, and education.

Key Responsibilities
  • Telephone Support: Respond to incoming calls from business customers, utilizing your knowledge of facility maintenance to determine the best course of action and create work orders as needed.
  • Work Order Management: Create and dispatch work orders via email, web, or fax within specified timelines, ensuring timely resolution of customer issues.
  • Escalation and Tracking: Escalate and track high-priority work orders according to account procedures, maintaining open communication with customers and stakeholders.
  • Customer Relationship Management: Develop and maintain strong relationships with customers, vendors, facility managers, and technicians to facilitate the flow of reactive maintenance work in customer facilities.
  • Performance Metrics: Prioritize work to meet or exceed established performance standards, providing work order follow-up and reporting as required.
Requirements
  • Education: High school diploma or equivalent, with 2-3 years of office-based customer service or call center experience preferred.
  • Skills: Strong computer and phone skills, with the ability to use web-based applications and type with at least 90% accuracy.
  • Communication: Excellent written and verbal communication skills, with a professional and friendly demeanor.
  • Problem-Solving: Ability to think critically and resolve customer issues efficiently, while maintaining a customer-oriented attitude.
  • Availability: Flexible availability to support 24/7 operations, with the ability to thrive in a changing environment.