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Customer Care Associate
2 months ago
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. EFS offers a comprehensive suite of services tailored to support critical operations across various sectors including finance, manufacturing, pharmaceuticals, transportation, and government.
Position Summary: The Customer Service Representative serves as the primary support contact for clients, vendors, and technicians associated with the EMCOR Customer Solutions Center (CSC). This role involves generating work orders and collaborating with relevant stakeholders to efficiently address customer concerns, ensuring satisfaction that meets or exceeds expectations.
Key Responsibilities:
- Respond to incoming calls from business clients reaching out to the Customer Solutions Center (CSC).
- Utilize judgment and foundational knowledge of facility maintenance (acquired during initial training) to appropriately manage work orders.
- Identify the nature of facility maintenance requests and determine the necessary services to be provided.
- Create and dispatch work orders via email, web, or fax within established timelines.
- Escalate and monitor high-priority work orders in accordance with account protocols.
- Adhere to customer-specific policies and procedures while managing multiple client accounts.
- Coordinate with clients, vendors, facility managers, technicians, and management to streamline reactive maintenance workflows.
- Prioritize tasks to meet or exceed performance benchmarks.
- Provide follow-up and reporting on work orders as needed.
- Perform additional duties as assigned.
Qualifications:
Education: High school diploma or equivalent experience in customer service.
Experience: 2-3 years of experience in an office-based customer service or call center environment preferred. Basic knowledge of facilities maintenance is advantageous.
Technical Skills: Proficient computer and phone skills, with the ability to navigate web-based applications and maintain at least 90% typing accuracy.
Exceptional written and verbal communication skills, coupled with strong interpersonal abilities.
Ability to manage customer interactions confidently while resolving issues effectively.
Professional demeanor with a customer-focused attitude, excellent listening skills, and openness to 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 requiring tailored responses.
Capacity to complete tasks accurately under pressure, making prompt decisions with limited customer input.
Knowledge of facility maintenance services is a plus.
We offer a competitive salary and a comprehensive benefits package, seeking individuals with the skills and talent to contribute to our ongoing growth and success. Equal Opportunity Employer.
