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Facilities Customer Service 🔥


Job Summary

The Customer Service Call Center Representative -Facilities Service Professional position role that handles incoming client calls while working within a facilities case management tool. You will be responsible for answering calls and emails related to facilities management from: employees, technicians, and vendors and will assess the nature of the request, document and dispatch to the appropriate party for resolution. All of these functions are delivered with a high focus on ensuring an optimal customer experience.


Compensation for this role is $15.50 per hour


Job Responsibilities

  • Responds to routine inquiries
  • Is required to assess the nature of the call and determine the most appropriate party to handle the call
  • Processes incoming facilities work order requests through telephone and email, such as office moves, plumbing problems, light bulb changes, etc.
  • Asks probing questions to understand and troubleshoot the root cause of the problem or request and determines the right party to service the work order.
  • Dispatches the work order through telephone or email to appropriate contact
  • Sets appropriate turn-around time expectations with the client based on priority codes
  • Ensures that all reports are accurate and filed in a timely manner
  • Selects priorities and organizes work to meet priorities
  • Proactively identifies work order trends and communicates to the Team Coordinator and Program Lead
  • Follows approved policies and procedures
  • Resolves shift concerns and/or tasks with the Team Coordinator / Program Lead and co-workers
  • Achieve goal of handling 45 requests per day average.
  • Support team achievement of phone SLA goals
  • Adherence to schedule shifts, keeping within guidelines for arrivals/departures and absences.
  • Adhering to efficiency and accuracy standards.
  • Support phone volume in the range of 70-100 phone interactions per shift.
  • Mastery of Circles/Sodexo systems and knowledge matrix to support multiple accounts.

Requirements

Job Specific Competencies Required Knowledge and Experience


  • Must be able to demonstrate customer service skills
  • High school diploma required
  • Call center experience preferred (inbound)
  • Extensive use of computer with experience with Microsoft Office products and the input of large amounts of data
  • Switchboard or Helpdesk experience a plus
  • Excellent listening skills and telephone skills
  • Excellent professional communication and interfacing with customers and co-workers
  • Ability to manage multiple tasks simultaneously

Benefits

  • 401K
  • Generous PTO
  • 2 week paid sabbatical

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