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Customer Service Representative
Tempe, AZ
Job Description
We have an outstanding Contract to Hire position for a Customer Service Representative to join a leading Company located in the Tempe, AZ surrounding area.
The Customer Service Representative provides primary/frontline telephone support for the company's contracted customers, vendors, and technicians. This includes creating work orders and coordinating with necessary parties to resolve customer issues effectively and efficiently in ways that meet or exceed our customers' expectations.
Job Responsibilities:
- Answer incoming telephone calls from business customers calling into our call center. 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 those 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
Basic Hiring Criteria:
- High school diploma or equivalent
- 2-3 years of office-based customer service or call center experience desired
- Basic Facilities Maintenance knowledge preferred
- 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
- Knowledge of facility maintenance services a plus
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
2 to 3 years
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