Customer Service Representative

SCHEDULE: Wednesday through Saturday, 10am-8:30pm EST

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:  

• 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. 

• 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. 

• Other duties assigned by Supervisor or Senior Leadership.  

REQUIREMENTS (Knowledge, Skills, Abilities, and Education and/or Experience):  

• 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. 

• Willingness to perform all assigned tasks within their ability. 

• Proficient with Office 365, Excel, ETC 

REMOTE WORK REQUIREMENTS 

• High-speed internet (150-300 mbps. download) is required for this role. Connection must support video meetings, remote system access, consistent productivity, with uninterrupted workflow. 

• Employees must have a quiet, distraction-free workspace suitable for professional phone conversations and to protect customer information. 

• Camera-on participation is required during meetings and trainings, as we operate in a fully virtual environment and rely on video presence for collaboration, engagement, and team connection. 

• The workspace must be able to accommodate multiple screens and provide an ergonomic setup that supports productivity. 

• To maintain business continuity, employees are expected to have a backup plan for connectivity disruptions, including access to an alternate location (such as a co-working space, library, or other reliable environment) in case of home internet or power loss.  

WORKING CONDITIONS and/or PHYSICAL REQUIREMENTS:  

The employee is regularly required to sit for extended periods; enter information into a computer via keyboard; talk and hear; vision abilities sufficient to view a computer monitor.  The work environment is consistent with a typical office environment.  

Employee must possess the necessary capabilities to perform all required functions listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.