Customer Service Representative - Call Center

The Customer Service Representative position requires exceptional interpersonal skills and attention to detail. The position’s primary objectives is to ensure the established service level agreements (SLA), data integrity and communication are adhered to. The position focuses on direct communication with customers and vendors, project scheduling, and coordination across departments to foster optimized interaction with customers. The Customer Service Representative sees the customer service process from many angles and offers feedback on the efficacy of current procedures.

Essential Duties and Responsibilities

Job responsibilities include but are not limited to:

Responsible for accurate and timely creation and management of Service Records, Service Orders, Case Records, IVR Management, Client Work Order systems and QA Calls
Communicates directly with customers and vendors via phone or email
Assesses and responds promptly to customer inquiries, comments, and complaints, with the ability to properly triage requests based on urgency
Obtains and evaluates all relevant information to effectively address customer service inquiries, comments, or complaints
Handles and resolves customer complaints quickly and professionally, with follow up to ensure that complaints were resolved to the customer’s satisfaction
Schedules and monitors the completion of customer projects with assigned and existing KBS vendors
Escalates any projects on the executive weekly reports that need crew assignments to corresponding field managers and Strategic Account Managers
Identifies, records, and tracks unresolved complaints, and directs them to the appropriate resource for resolution
Maintains detailed records of written or verbal customer communication, noting the communication date, reason, action(s) taken, and next step(s), if applicable
Stay abreast of what is working and what is not working and make recommendations to bring greater efficiencies through continuous improvements
Communicates and coordinates with internal departments regarding customer inquiries, comments, and complaints, project scheduling, compliance, and any other relevant issues central to improving the customer experience

Knowledge, Skills and Competencies

Knowledge:

Facilities Maintenance industry
Customer service call center operations
Skills:

Interpersonal, listening, and conflict management (EQ)
Stress management
Written and oral communication
Mathematical, analytical and problem-solving skills
Detail focus
Data entry accuracy and editing skills
Management reporting
Microsoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)

Educational Qualifications/Job Experience Requirements

Experience Required:

Knowledge of customer service principles and practices
1-2 years’ experience and knowledge of administrative procedures
Education:

· High School Diploma, General Education Degree, or equivalent; Bachelor’s Degree is a plus

· Demonstrated keyboarding skills of at least 40wpm

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Working Conditions/Physical Requirements

Schedule:

· Schedule varies and includes weekends or holidays as needed.

The working conditions and physical environments described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

· Extended periods of work seated at a desk; repetitive hand motions; prolonged use of computer; occasionally lift and carry up to 25 lbs.

· Ability to speak clearly (use of voice)

· Vision requirements include close vision, distance vision, moderate peripheral vision, depth perception and ability to adjust focus

Working Environment:

· Office environment generally mild to moderate conditions including varying temperatures and noise levels conducive to a busy workplace and office equipment

· Lighting varies based on building requirements and may be adjusted within reason

· Time constraints and related pressures to complete work are high Travel: <5%