Customer Service Representative

This role provides inbound phone and email support to customers who have questions, issues, or requests related to facility services. You serve as a key point of contact, creating and managing work orders, coordinating with facilities teams, and ensuring that all service requests are handled promptly and professionally. You promote strong customer relationships by delivering clear communication, timely follow-up, and thorough documentation in a fully virtual work environment.

• Answer inbound telephone and email inquiries related to day-to-day building and facility maintenance issues, following established standards and procedures.
• Dispatch appropriate facilities personnel based on the nature of the request, or redirect and elevate calls as necessary to ensure timely resolution.
• Receive all work order requests via phone or email and create accurate work orders, including detailed descriptions, correct trade or skill set, priority level, location, requestor, and contact information.
• Utilize multiple Computerized Maintenance Management Systems (CMMS) and web-based management systems to distribute, coordinate, track, and monitor work requests and projects.
• Contact customers to obtain any missing information on work orders and follow up to confirm that services were completed to their satisfaction.
• Maintain ongoing communication with internal clients and other departments to provide updates on work orders, status changes, and completion details.
• Apply a general understanding of facilities technician capabilities and the equipment used to route and prioritize requests effectively.
• Provide daily transitions and updates to team members and leadership, including unresolved issues, key events, and quality-related items.
• Track customer issues from initial contact through resolution and ensure appropriate follow-up is completed.
• Perform occasional surveys on completed work orders to gather feedback and provide customer satisfaction reports to management.
• Represent the organization with professionalism, a positive corporate image, and enthusiasm in all customer interactions.
• Work effectively in a team environment, communicate clearly with other agents, and contribute to a positive work ethic and collaborative culture.
• Accurately enter and maintain data in databases and CMMS tools to ensure reliable reporting and record-keeping.
• Continue to develop computer and technical skills relevant to remote support, CMMS usage, and office productivity tools.
• Handle high volumes of inbound and outbound calls as a primary method of customer and vendor engagement while maintaining quality and composure.
• Remain calm, courteous, and solution-focused when managing difficult or escalated calls and requests.
• Perform other related duties as assigned by leadership to support the overall effectiveness of the facilities service operation.

• 24 years of experience in customer service, preferably in a call center or contract service industry environment.
• Experience working in or with a maintenance or facilities environment and an understanding of how facility operations function.
• High school diploma or equivalent.
• Ability to speak, read, and write English fluently.
• Demonstrated customer service skills, including handling a high volume of phone calls and email inquiries.
• Strong verbal communication skills, with the ability to convey information clearly and professionally.
• Strong computer skills, including experience using CMMS and web-based management systems.
• Proficiency with Office 365, including Excel and related applications.
• Accurate and efficient data entry skills with strong attention to detail.
• Excellent organizational skills and the ability to manage multiple tasks and requests simultaneously.
• Ability to remain calm, courteous, and composed when handling difficult or stressful calls and situations.
• Sound judgment and decision-making skills when dealing with a variety of customer and operational issues.
• Self-motivation and the ability to work effectively under stress and pressure.
• Willingness and ability to work rotational shifts, including days, evenings, nights, weekends, holidays, and overtime as required.
• Ability and willingness to perform all assigned tasks within the scope of the role.

• Pleasant, personable, and patient disposition that supports strong customer relationships.
• Comfort working in a high-volume call…