Facilities Customer Service Professional

Requirements

• Responds to routine inquiries via inbound phone calls

• Is required to assess the nature of the call and determine the most appropriate party to handle the call

• Processes incoming facilities work order requests through telephone and email, such as office moves, plumbing problems, light bulb changes, etc.

• Asks probing questions to understand and troubleshoot the root cause of the problem or request and determines the right party to service the work order.

• Dispatches the work order through telephone or email to appropriate contact

• Sets appropriate turn-around time expectations with the client based on priority codes

• Ensures that all reports are accurate and filed in a timely manner

• Selects priorities and organizes work to meet priorities

• Proactively identifies work order trends and communicates to the Team Coordinator and Program Lead

• Follows approved policies and procedures

• Resolves shift concerns and/or tasks with the Team Coordinator / Program Lead and co-workers

• Achieve goal of handling 45 requests per day average.

• Support team achievement of phone SLA goals

• Adherence to schedule shifts, keeping within guidelines for arrivals/departures and absences.

• Adhering to efficiency and accuracy standards.

• Support phone volume in the range of 70-100 phone interactions per shift.

• Mastery of Circles/Sodexo systems and knowledge matrix to support multiple accounts.

• Must be able to demonstrate customer service skills

• High school diploma required

• Call center experience preferred (inbound)

• Extensive use of computer with experience with Microsoft Office products and the input of large amounts of data

• Switchboard or Helpdesk experience a plus

• Excellent listening skills and telephone skills

• Excellent professional communication and interfacing with customers and co-workers

• Ability to manage multiple tasks simultaneously

Benefits

• Medical, dental, vision insurance starting the first day of the month after hire

• Long term and short-term disability insurance paid for by Circles

• 401k with match

• Life insurance paid for by Circles

• Up to 15 days of PTO your first year

• Paid holidays

• One paid day off per year to volunteer

• Access to discount programs

• Four-week paid sabbatical every five years

• HSA/FSA account eligibility

• Quarterly bonus incentive

• Access to Employee Assistance Program

• Access to Employee Resource Groups that provide ongoing learning and mentorship opportunities