EMCOR Facilities Services · 11 hours ago
Customer Services Specialist
Tempe, AZ
Full-time
Onsite
Entry Level
2+ years expEMCOR Facilities Services manages over 1 billion square feet of facilities space for leading organizations. The Customer Service Representative provides primary telephone support for contracted customers, creating work orders and coordinating with necessary parties to resolve customer issues efficiently.
Clean EnergyConsultingEnergyFacility ManagementJanitorial ServiceProject Management
Responsibilities
Answer incoming telephone calls from business customers calling into our Customer Solutions Center (CSC). Use judgment and basic knowledge of facility maintenance (provided as part of the initial job training) to determine proper work order handling. This includes identifying the type of facility maintenance issue the caller is requesting and the service requirements to be provided for that type of issue
Create work orders from calls, and dispatch the work orders via email, web, or fax within specified timelines
Escalate and track high priority work orders according to account procedures
Follow customer-specific policies and procedures. Handle multiple customers and take responsibility for following procedures for each customer
Coordinate with customers, vendors, facility managers, technicians and management to facilitate the flow of reactive maintenance work in customer facilities
Prioritize work to meet or exceed established performance standards. Provide work order follow-up and reporting as required
Additional duties as required or assigned
Qualification
Required
High school diploma, or equivalent years of customer service experience
Strong computer and phone skills
Ability to use web-based computer applications and type with at least 90% accuracy
Excellent communication skills both written and verbal, and internal personal skills
Able to manage telephone customer interactions and convey confidence while resolving the customer's issues
Professional, friendly demeanor with a customer-oriented attitude
Good communication and listening skills
Able to accept constructive criticism
Able to understand and accurately communicate customer's needs, while demonstrating critical thinking and problem solving skills
Flexible availability to help staff our 24/7 operations
Able to thrive in a changing environment
Able to complete work accurately while under deadline pressure
This includes quickly making decisions with limited input from the customer
Preferred
2-3 years office-based customer service or call center experienced preferred
Basic Facilities Maintenance knowledge preferred
Knowledge of facility maintenance services a plus
Benefits
Competitive salary and benefits package
Company
EMCOR Facilities Services
EMCOR Facilities Services manages, services, and maintains the facilities and systems.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Michael P. McElrath
President
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