Customer Service Representative

Job Title

Customer Service Representative

Job Description Summary

The primary responsibility of this position is to provide inbound customer service phone and email support to customers with questions, issues, or requesting facility services. Provides a variety of documentation duties as a result of these inquiries for the facility. Will act as key point of contact with customers, promoting positive customer relationships. Will respond and follow up to customer inquiries by researching status of work requests and projects. Interact with other departments to ensure services are met.

Job Description

SCHEDULE: Wednesday through Saturday, 10am-8:30pm EST

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:?

• Answers telephone inquiriesfortheday to daybuilding maintenance issues, following standards, dispatchappropriate personnelasrequired, or redirectcallsas necessary.? Escalate calls asrequired.? ?

• Receives all work order requests via telephone or email and creates workorder,determiningdescription, correct trade skillset, priority, location,requestorand contact information.

• Utilizes multiple CMMS systems to distribute, coordinate,trackand monitor requests

• Contactscustomers toascertaindata omitted on work orders and follow up todeterminecustomer satisfaction.

• Maintains ongoing contact with Internal Clients to ensurefollow throughon requests (work order updates, completion, etc.)

• Has general knowledge of facilities, technician capabilities, and knowledge of equipment used.

• Provides daily transitions to team and Management to include unresolved issues, maineventsand quality programs

• Tracks andassistsin resolution of customer issues and follow-up.

• May be asked to perform random completed WO surveys to provide management withcustomersatisfaction report.

• Follows the utmost professionalism, positive corporate image, and enthusiasm when dealing withcustomer.

• Mustbe able to work in a team environment, communicate with other agents, develop computer skills, and promote a positive work ethic.

• Other duties assigned by Supervisor or Senior Leadership.?

REQUIREMENTS (Knowledge, Skills, Abilities, and Education and/or Experience):?

• High School diploma orequivalency.

• Experience in a maintenance environment andhas an understanding ofhow it functions.? ?

• Ability to speak, read, and write English fluently.? ?

• Customer service experience in a contract service industry

• Strong computer and verbal communication skills, including experience witha CMMSand Web-based Management Systems.

• Pleasant and personable and patient disposition

• Excellent organizational skills

• Ability to remain calm and courteous when handling difficult calls and requests.

• Ability to apply sound judgment and decision-making skills in dealing with a variety of issues.

• Able to accurately enter data into a database.

• This individual should be self-motivated,stress and pressure resistant, as well as a quick learner.

• Must be willing to continue training in their skill set tomaintainknowledge in the latest equipment and technologies in their assigned duties.

• Have the ability and willingness to work rotationalshift, if necessary, including days, evenings, and nights as well as overtime, weekends and holidays asrequired.

• Willingness to perform all assigned tasks within their ability.

• Proficient with Office 365, Excel, ETC

REMOTE WORK REQUIREMENTS

• High-speed internet (150-300 mbps . download) is required for this role. Connection must support video meetings, remote system access, consistent productivity, with uninterrupted workflow.

• Employees must have a quiet, distraction-free workspace suitable for professional phone conversations and to protect customer information.

• Camera-on participation isrequiredduring meetings and trainings, as weoperatein a fully virtual environment and rely on video presence for collaboration, engagement, and team connection.

• The workspace must be able to accommodate multiple screens and provide an ergonomic setup that supports productivity.

• Tomaintainbusiness continuity, employees are expected to have a backup plan for connectivity disruptions, including access to an alternate location (such as a co-working space, library, or other reliable environment) in case of home internet or power loss.?

WORKING CONDITIONS and/or PHYSICAL REQUIREMENTS:?

The employee is regularly required to sit for extended periods; enter information into a computer via keyboard; talk and hear; vision abilities sufficient to view a computer monitor.? The work environment is consistent with a typical office environment.?

Employee must possess the necessary capabilities to perform all required functions listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.?

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate's experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $16.15 - $19.00

C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at C&W Services, please call the ADA line at View phone number on click.appcast.io or email View email address on click.appcast.io . Please refer to the job title and job location when you contact us.

INCO: "C&W Services"