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