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
- Inbound customer service representative providing phone and email support for facility service requests. Building positive relationships with customers, tracking and resolving issues efficiently.
Responsibilities
- Provide inbound customer service phone and email support to customers with questions, issues, or requesting facility services
- Provide a variety of documentation duties as a result of these inquiries for the facility
- Act as key point of contact with customers, promoting positive customer relationships
- 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
- Tracks and assists in resolution of customer issues and follow-up
- May be asked to perform random completed WO surveys to provide management with customer satisfaction report
- Follows the utmost professionalism, positive corporate image, and enthusiasm when dealing with customer
- Must be able to work in a team environment, communicate with other agents, develop computer skills, and promote a positive work ethic
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
- 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
- Ability and willingness to work rotational shift, including days, evenings, and nights as well as overtime, weekends, and holidays as required.
- Proficient with Office 365, Excel, ETC
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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Experience level
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