Customer Service Representative - Call Center

Customer Service Representative - Call CenterAbout KBSKellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticals—including retail, industrial and logistics, healthcare, education, manufacturing, and more—maintain clean, efficient, and welcoming spaces that support their operations. As we continue to grow, we’re looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service.If this sounds like you, then why wait, APPLY TODAY!!This is a 100% remote job opportunityPosition SummaryThe Customer Service Representative position requires exceptional interpersonal skills and attention to detail. The position’s primary objectives is to ensure the established service level agreements (SLA), data integrity and communication are adhered to. The position focuses on direct communication with customers and vendors, project scheduling, and coordination across departments to foster optimized interaction with customers. The Customer Service Representative sees the customer service process from many angles and offers feedback on the efficacy of current procedures.Essential Duties and ResponsibilitiesJob responsibilities include but are not limited to:Responsible for accurate and timely creation and management of Service Records, Service Orders, Case Records, IVR Management, Client Work Order systems and QA CallsCommunicates directly with customers and vendors via phone or emailAssesses and responds promptly to customer inquiries, comments, and complaints, with the ability to properly triage requests based on urgencyObtains and evaluates all relevant information to effectively address customer service inquiries, comments, or complaintsHandles and resolves customer complaints quickly and professionally, with follow up to ensure that complaints were resolved to the customer’s satisfactionSchedules and monitors the completion of customer projects with assigned and existing KBS vendorsEscalates any projects on the executive weekly reports that need crew assignments to corresponding field managers and Strategic Account ManagersIdentifies, records, and tracks unresolved complaints, and directs them to the appropriate resource for resolutionMaintains detailed records of written or verbal customer communication, noting the communication date, reason, action(s) taken, and next step(s), if applicableStay abreast of what is working and what is not working and make recommendations to bring greater efficiencies through continuous improvementsCommunicates and coordinates with internal departments regarding customer inquiries, comments, and complaints, project scheduling, compliance, and any other relevant issues central to improving the customer experienceAdditional Duties and ResponsibilitiesPerform other related duties as required and assigned.Knowledge, Skills and CompetenciesKnowledge:Facilities Maintenance industryCustomer service call center operationsSkills:Interpersonal, listening, and conflict management (EQ)Stress managementWritten and oral communicationMathematical, analytical and problem-solving skillsDetail focusData entry accuracy and editing skillsManagement reportingMicrosoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)Competencies:Dealing with ambiguityAction OrientedIntegrity and TrustCustomer focusPriority settingTime managementEducational Qualifications/Job Experience RequirementsExperience Required:Knowledge of customer service principles and practices1-2 years’ experience and knowledge of administrative proceduresEducation:· High School Diploma, General Education Degree, or equivalent; Bachelor’s Degree is a plus· Demonstrated keyboarding skills of at least 40wpmAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization existsWorking Conditions/Physical RequirementsSchedule:· Schedule varies and includes weekends or holidays as needed.The working conditions and physical environments described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Physical Demands:· Extended periods of work seated at a desk; repetitive hand motions; prolonged use of computer; occasionally lift and carry up to 25 lbs.· Ability to speak clearly (use of voice)· Vision requirements include close vision, distance vision, moderate peripheral vision, depth perception and ability to adjust focusWorking Environment:· Office environment generally mild to moderate conditions including varying temperatures and noise levels conducive to a busy workplace and office equipment· Lighting varies based on building requirements and may be adjusted within reason· Time constraints and related pressures to complete work are highTravel: <5%The base hourly pay range above represents the minimum and maximum of the pay range for this position. Actual placement within this range will vary based on various factors including but not limited to experience, education, training, and geographic location. Hourly rates may vary based upon state/local minimum wage restrictions. Final hourly rate of pay will be discussed and determined during the hiring process. Hourly employees will be eligible for overtime pay in accordance with applicable law and KBS policy.We participate in the E-Verify program administered by the U.S. Department of Homeland Security #J-18808-Ljbffr