Customer Service Representative

Remote Facilities 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. Responsibilities 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 escalate 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. Essential Skills 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. Additional Skills & Qualifications Pleasant, personable, and patient disposition that supports strong customer relationships. Comfort working in a high-volume call environment with frequent inbound and outbound calls. Technical acumen to learn and navigate multiple systems, CMMS platforms, and web-based tools quickly. Quick learner with the ability to adapt to new procedures, technologies, and equipment used in facilities operations. Commitment to ongoing training and development to stay current with the latest equipment, technologies, and best practices relevant to assigned duties. Ability to collaborate effectively with internal clients, facilities technicians, and cross-functional teams. Strong follow-up habits to ensure requests are completed and customers are informed throughout the process. Professional telephone etiquette and written communication skills suitable for a corporate environment. Work Environment This is a fully remote position that operates in a virtual office environment. You will spend extended periods sitting at a workstation, entering information into a computer via keyboard, talking on the phone, and viewing multiple screens. High-speed internet service (150300 Mbps download) is required to support video meetings, remote system access, and uninterrupted workflow. You must have a quiet, distraction-free workspace suitable for professional phone conversations and for protecting customer information. The workspace should accommodate multiple monitors and allow for an ergonomic setup that supports productivity and comfort. Camera-on participation is required during meetings and training sessions to support collaboration, engagement, and team connection in the virtual environment. To maintain business continuity, you are expected to have a backup plan for connectivity disruptions, such as access to a co-working space, library, or other reliable location in case of home internet or power loss. The physical requirements are consistent with a typical office role, including the ability to sit for extended periods and maintain vision sufficient to view a computer monitor. The employer may adjust job duties over time as business needs and role requirements evolve. Job Type & Location This is a Contract position based out of Sandy Springs, GA. Pay and Benefits The pay range for this position is $22.00 - $22.00/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 Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)