Circles

Facilities Customer Service Professional

  • Full-time
  • $25k-$50k/mo
  • a month ago
  • 588 views
Customer Support
Phone Support
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Position Overview:The Facilities Customer Service Professional handles incoming client calls while working within a facilities case management tool. You will be responsible for answering calls and emails related to facilities management from: employees, technicians, and vendors and will assess the nature of the request, document and dispatch to the appropriate party for resolution. All of these functions are delivered with a high focus on ensuring an optimal customer experience with every interaction.
This is a full time (40 hours per week), fully remote position offering schedule of:
Sunday: OFF Monday: 2:00pm-10:30pm Tuesday: 9:00am-5:30pm Wednesday: 9:00am-5:30pm Thursday: 9:00am-5:30pm Friday: 7:00am-3:30pm Saturday: OFF
EASTERN TIME ZONE
Be out by 3:30pm on Friday and return to work late on Monday at 2:00p! Enjoy your weekends a little longer!
Compensation is $17.00 per hour.

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.
Job Specific Competencies Required Knowledge and Experience
  • 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