Customer Service Representative

Customer Service Specialist

Receives customer service calls and work-order requests, via telephone, computer network, or in-person. Enters request data into either a computerized maintenance management system or an automated database. Eight-hour work schedule, Monday through Friday.

Major duties and responsibilities:

• Handle all inbound and outbound calls in an articulate, professional, customer focused manner.
• Receive and create service/work requests using multiple databases. Research, review, and complete all Metro Area external work requests for non-contracted sites (approximately 48 locations)
• Assemble, format, and/or author routine correspondence from various files or rough draft format using MS Office applications.
• Photocopy and print routine reports and correspondence and distribute to the appropriate personnel.
• Record daily events into an electronic log.
• Maintain electronic and manual files and resources.
• Demonstrate proficient use of computers and computer software for recording, modifying, and tracking data.
• Receive and report employee queries and call-offs in accordance with company policies and directives.
• Support and contribute to company safety guidelines and regulations through receiving, compiling, and reporting identified hazards, incidents, and injury notifications.
• Provide assigned shift coverage between 6am and 5pm.
• Serve as backup for the Building Operations Specialist if needed.
• Follow all policies and procedures.
• Perform other duties as assigned.

Required qualifications:

• Customer service experience: telephonic, automated, and in-person.
• Strong interpersonal skills and ability to communicate in a customer-focused manner.
• Ability to adapt to frequent change and a hectic, fast-paced work environment.
• Able to communicate clearly and effectively, including orally, over telephone, and in writing, using proper grammar, spelling, and punctuation.
• Ability to comprehend written and oral instructions.
• Must have reliable transportation.
• Must possess and maintain a U.S. government TS/SCI clearance with polygraph. Note: U.S. Citizenship is required to maintain a TS/SCI clearance with polygraph.

Experience: One to three years customer service experience. One to three years data entry experience.

Education: High School diploma or equivalent, with additional training in the use of computers for data entry, word processing, reporting/spreadsheets, etc.

Preferred qualifications: Facilities and operations experience.

Security: Must be a U.S. Citizen, able to obtain and maintain a Top-Secret Security Clearance.

Physical demands: Incumbents may work in conditions that require operating industrial machinery/power tools and motor vehicles. Additionally, incumbents may participate in work that requires walking, bending, squatting, and carrying materials throughout the facility. Workplace conditions necessitate following strict safety guidelines and the use of Personal Protective Equipment. Work tasks requiring the incumbent to lift weight more than 50 pounds requires two or more persons.

Compensation details: $34.12

Benefits overview: Our health and welfare benefits are designed to support you and your priorities. Offerings include: health, dental, and vision insurance; paid time off and holidays; retirement benefits (including 401(k) matching); educational reimbursement; parental leave; employee stock purchase plan; tax-saving options; disability and life insurance; pet insurance.