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.

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.