Customer Service Representative

Customer Service Support Specialist

We are seeking a dedicated Customer Service Support Specialist to provide exceptional inbound customer service via phone and email. The role involves assisting customers with inquiries, issues, or requests for facility services, and performing various documentation duties. This position serves as a key point of contact, promoting positive customer relationships and ensuring effective communication with other departments.

Responsibilities

• Answer telephone inquiries related to day-to-day building maintenance issues, dispatching appropriate personnel or redirecting calls as necessary.
• Receive and create work order requests via telephone or email, determining the correct trade skill set, priority, location, requestor, and contact information.
• Utilize multiple CMMS systems to distribute, coordinate, track, and monitor requests.
• Contact customers to gather data omitted on work orders and follow up to determine customer satisfaction.
• Maintain ongoing contact with internal clients to ensure follow-through on requests, work order updates, and completion.
• Provide daily transitions to team and management, including unresolved issues, main events, and quality programs.
• Track and assist in resolving customer issues and follow-up.
• Conduct random completed work order surveys to provide management with customer satisfaction reports.
• Uphold professionalism, positive corporate image, and enthusiasm when dealing with customers.
• Work in a team environment, communicate with other agents, develop computer skills, and promote a positive work ethic.
• Perform other duties as assigned by leadership.

Essential Skills

• High School diploma or equivalency.
• Experience in a maintenance environment with an understanding of its functions.
• Fluency in speaking, reading, and writing English.
• Customer service experience in a contract service industry.
• Strong computer and verbal communication skills, including experience with CMMS and web-based management systems.
• Pleasant, personable, and patient disposition.
• Excellent organizational skills.
• Ability to remain calm and courteous when handling difficult calls and requests.
• Sound judgment and decision-making skills in dealing with a variety of issues.
• Ability to accurately enter data into a database.
• Self-motivated, stress and pressure resistant, and a quick learner.
• Willingness to continue training in skill set and maintain knowledge in the latest equipment and technologies.
• Ability and willingness to work rotational shifts, including days, evenings, nights, overtime, weekends, and holidays as required.
• Proficient with Office 365, Excel, etc.

Additional Skills & Qualifications

• Experience with facility vendor management.
• Capability to work in the Mountain Time Zone hours.
• Willingness to perform all assigned tasks within ability.

Work Environment

This role operates in a fully remote work environment. Employees are required to have high-speed internet (150-300 Mbps) to support video meetings and remote system access. A quiet, distraction-free workspace suitable for professional phone conversations is essential, along with a setup that accommodates multiple screens for ergonomic productivity. Camera-on participation is required during meetings and training sessions. Employees should have a backup plan for connectivity disruptions, such as access to an alternate reliable environment.

The work environment is consistent with a typical office setting, and employees are expected to sit for extended periods while entering information into a computer.

Job Type & Location

This is a Contract position based out of Meridian, .

Pay and Benefits

The pay range for this position is $20.00 - $20.00/hr individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.

If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits…