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Customer Service Representative
2 months ago
**Job Summary:**
The Customer Service Representative plays a critical role in providing primary/frontline telephone support for our 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 and use judgment to determine proper work order handling.
- Create work orders from calls and dispatch them via email, web, or fax within specified timelines.
- Escalate and track high-priority work orders according to account procedures.
- Follow customer-specific policies and procedures, handling multiple customers and taking responsibility for following procedures for each customer.
- 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 and provide work order follow-up and reporting as required.
**Requirements:**
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 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, with the ability to use web-based computer applications and type with at least 90% accuracy.
- Excellent communication skills, both written and verbal, and internal personal skills.
- Able to manage telephone customer interactions and convey confidence while resolving the customer's issues.
- Professional, friendly demeanor with a customer-oriented attitude, good communication and listening skills, and the ability to accept constructive criticism.
- Able to understand and accurately communicate customer needs, while demonstrating critical thinking and problem-solving skills.
- Flexible availability to help staff our 24/7 operations.
- Able to thrive in a changing environment, with every call requiring a unique and customized response.
- Able to complete work accurately while under deadline pressure, including quickly making decisions with limited input from the customer.
- Knowledge of facility maintenance services a plus.
We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled.
