Customer Support Specialist assisting clients with technical inquiries via phone and email. Collaborating with the team on customer escalations and industry standard Learnings.
About the role
- Customer Service Representative providing inbound support for facility services inquiries via phone and email. Building positive customer relationships and coordinating with maintenance departments.
Responsibilities
- Provide inbound customer service phone and email support to customers with questions, issues, or requesting facility services.
- Provides a variety of documentation duties as a result of these inquiries for the facility.
- Will act as key point of contact with customers, promoting positive customer relationships.
- Will respond and follow up to customer inquiries by researching status of work requests and projects.
- Interact with other departments to ensure services are met.
- Answers telephone inquiries for the day to day building maintenance issues, following standards, dispatch appropriate personnel as required, or redirect calls as necessary.
- Escalate calls as required.
- Receives all work order requests via telephone or email and creates work order, determining description, correct trade skill set, priority, location, requestor and contact information.
- Utilizes multiple CMMS systems to distribute, coordinate, track and monitor requests
- Contacts customers to ascertain data omitted on work orders and follow up to determine customer satisfaction.
- Maintains ongoing contact with Internal Clients to ensure follow through on requests (work order updates, completion, etc.)
- Has general knowledge of facilities, technician capabilities, and knowledge of equipment used.
- Provides daily transitions to team and Management to include unresolved issues, main events and quality programs
- Tracks and assists in resolution of customer issues and follow-up.
Requirements
- High School diploma or equivalency.
- Experience in a maintenance environment and has an understanding of how it functions.
- Ability to speak, read, and write English fluently.
- Customer service experience in a contract service industry
- Strong computer and verbal communication skills, including experience with a CMMS and Web-based Management Systems.
- Pleasant and personable and patient disposition
- Excellent organizational skills
- Ability to remain calm and courteous when handling difficult calls and requests.
- Ability to apply sound judgment and decision-making skills in dealing with a variety of issues.
- Able to accurately enter data into a database.
- This individual should be self-motivated, stress and pressure resistant, as well as a quick learner.
- Must be willing to continue training in their skill set to maintain knowledge in the latest equipment and technologies in their assigned duties.
- Have the ability and willingness to work rotational shift, if necessary, including days, evenings, and nights as well as overtime, weekends and holidays as required.
Benefits
- health, vision, and dental insurance
- flexible spending accounts
- health savings accounts
- retirement savings plans
- life and disability insurance programs
- paid and unpaid time away from work
Job title
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