Customer Service Representative

Job Description

Job Description

Job Title: Customer Service Representative Job Description

This part-time Customer Service Representative role focuses on providing high-quality inbound phone and email support for customers with questions, issues, or requests related to facility services. The position serves as a key point of contact, promoting positive customer relationships while creating and managing work orders, coordinating with internal departments, and ensuring timely and accurate follow-through on all service requests. The role requires strong communication, organization, and computer skills, as well as the ability to work effectively in a virtual, team-based environment.

• Answer inbound telephone inquiries related to day-to-day building maintenance issues, following established standards and dispatching appropriate personnel as required.
• Redirect calls to the appropriate department or resource when necessary and escalate calls in accordance with defined procedures.
• Receive work order requests via telephone and email, creating accurate work orders that capture description, correct trade or skill set, priority, location, requester, 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 customer satisfaction with completed work.
• Maintain ongoing communication with internal clients to ensure follow-through on requests, including work order updates, status changes, and completion details.
• Apply general knowledge of facilities technician capabilities and equipment used to route and prioritize work appropriately.
• Provide daily transitions and updates to team members and leadership, including unresolved issues, significant events, and quality-related items.
• Track customer issues, assist in resolving them, and ensure timely follow-up to close out open items.
• Conduct random surveys on completed work orders when requested, and report customer satisfaction findings to management.
• Represent the organization with the highest level of professionalism, maintaining a positive corporate image and enthusiastic attitude in all customer interactions.
• Work effectively in a team environment, collaborating with other agents, sharing information, and contributing to a positive work ethic and culture.
• Develop and enhance computer skills to support job performance, including use of CMMS, Office 365, and other tools.
• Accurately enter data into databases and systems, ensuring completeness and correctness of records.
• Apply sound judgment and decision-making skills when handling a variety of customer issues and requests.
• Remain calm, courteous, and patient when handling difficult calls, high-volume outreach, and complex requests.
• Perform all tasks within assigned abilities and responsibilities, including other duties as assigned by leadership.
• Participate actively in virtual meetings and trainings, engaging with the team via video and contributing to a collaborative remote environment.

• High school diploma or equivalency.
• Experience in a maintenance or facilities environment with an understanding of how it functions.
• Customer service experience in a contract service industry.
• Ability to speak, read, and write English fluently.
• Strong verbal communication skills, particularly in a phone-based or call center environment.
• Strong computer skills, including proficiency with CMMS and web-based management systems.
• Proficiency with Office 365, including Excel and other Microsoft Office applications.
• Ability to accurately enter data into databases and systems with strong attention to detail.
• Excellent organizational skills and ability to manage multiple tasks simultaneously.
• Ability to remain calm, courteous, and professional when handling difficult calls and requests.
• Ability to apply sound judgment and decision-making skills to a variety of customer issues.
• Self-motivated, able to work under stress and pressure, and able to learn quickly.
• Willingness and ability to work rotational shifts if necessary, including days, evenings, nights, overtime, weekends, and holidays.
• Willingness to perform all assigned tasks within the scope of the role.

• Experience with high-volume phone-based outreach or call center environments.
• Familiarity with Corrigo or similar CMMS platforms.
• Experience in service delivery environments supporting facilities or building maintenance.
• Pleasant, personable, and patient disposition when interacting with customers and colleagues.
• Demonstrated ability to work effectively in a team-oriented environment.
• Commitment to ongoing training and development to stay current on equipment, technologies, and best practices related to assigned duties.
• Ability to promote a positive work ethic and contribute to a supportive team culture.

This is a part-time position in a fully virtual work environment that relies heavily on video-based collaboration and remote systems access. The role requires high-speed internet service with a download speed of approximately 150–300 Mbps to support video meetings, remote system access, and consistent productivity with uninterrupted workflow. Employees must maintain a quiet, distraction-free workspace suitable for professional phone conversations and for protecting customer information. The workspace should accommodate multiple screens and provide an ergonomic setup that supports extended periods of sitting, keyboard use, and viewing a computer monitor. Camera-on participation is required during meetings and trainings to support engagement, collaboration, and team connection. Employees are expected to have a backup plan for connectivity disruptions, such as access to a co-working space, library, or other reliable environment in case of home internet or power loss. The work environment is consistent with a typical office setting, but delivered remotely, and may involve rotational shifts including days, evenings, nights, weekends, holidays, and overtime as needed.

This is a Contract position based out of Boston, MA.

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)

This is a fully onsite position in Boston,MA.

This position is anticipated to close on Sep 2, 2026.

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on ziprecruiter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.