Customer Service Representative
Customer Service Representative
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Job Description
Job Title
Customer Service RepresentativeJob 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
ESSENTIAL FUNCTIONS & RESPONSIBILITIES:
Answers telephone inquiries for the day to day building maintenance issues following standards dispatch appropriate personnel as required or redirect calls as necessary. Escalate calls as required.
Receives all work order requests via telephone or email and creates work order determining description correct trade skill set priority location requestor and contact information.
Utilizes multiple CMMS systems to distribute coordinate track and monitor requests
Contacts customers to ascertain data omitted on work orders and follow up to determine customer satisfaction.
Maintains ongoing contact with Internal Clients to ensure follow through on 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 main events and quality programs
Tracks and assists in resolution of customer issues and followup.
May be asked to perform random completed WO surveys to provide management with customer satisfaction report.
Follows the utmost professionalism positive corporate image and enthusiasm when dealing with customer.
Must be 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 or equivalency.
Experience in a maintenance environment and has an understanding of how 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 with a CMMS and Webbased 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 decisionmaking skills in dealing with a variety of issues.
Able to accurately enter data into a database.
This individual should be selfmotivated stress and pressure resistant as well as a quick learner.
Must be willing to continue training in their skill set to maintain knowledge in the latest equipment and technologies in their assigned duties.
Have the ability and willingness to work rotational shift if necessary including days evenings and nights as well as overtime weekends and holidays as required.
Willingness to perform all assigned tasks within their ability.
Proficient with Office 365 Excel
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.
I have read the job description and I am able to perform the essential functions and meet the working conditions physical and mental demands of the job. I understand that reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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 candidates experience and qualifications.
The company will not pay less than minimum wage for this role.
The compensation for the position is: $19.00 $19.00
C&W Services is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability sexual orientation gender identity protected veteran status or any other characteristic protected by law.
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 Cushman & Wakefield please call the ADA line at or email. Please refer to the job title and job location when you contact us.
INCO: C&W ServicesRequired Experience:
Unclear Seniority
Employment Type
Full-Time
