Customer Services Specialist
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Job Summary
About Us
From commercial office space and manufacturing to multi-site retail portfolios we manage and support over 1 billion square feet of facilities space for the nations leading organizations. We provide comprehensive facility services ranging from mechanical maintenance and self-performed site-based operations to energy-efficiency upgrades and supplier-managed interior/exterior maintenance.
Job Summary
The Customer Service Representative provides primary/frontline telephone support for EMCOR Customer Solutions Center (CSC) contracted customers vendors and technicians. This includes creating work orders and coordinating with necessary parties to effectively and efficiently resolve customer issues in ways that meet or exceed our customers expectations
Essential Duties & Responsibilities
Answer incoming telephone calls from business customers calling into our Customer Solutions Center (CSC). Use judgment and basic knowledge of facility maintenance (provided as part of the initial job training) to determine proper work order handling. This includes identifying the type of facility maintenance issue the caller is requesting and the service requirements to be provided for that type of issue. |
Create work orders from calls and dispatch the work orders via email web or fax within specified timelines. |
Escalate and track high priority work orders according to account procedures. |
Follow customer-specific policies and procedures. Handle multiple customers and take responsibility for following procedures for each customer. |
Coordinate with customers vendors facility managers technicians and management to facilitate the flow of reactive maintenance work in customer facilities. |
Prioritize work to meet or exceed established performance standards. Provide work order follow-up and reporting as required. |
Additional duties as required or assigned. |
Qualifications
Education (HS Diploma Under/Graduate Degree etc.) | High school diploma or equivalent years of customer service experience. |
Business Experience (prior years work/related experience) | 2-3 years office-based customer service or call center experienced preferred. Basic Facilities Maintenance knowledge preferred. |
Licenses/Certifications | |
Language Skills | |
Technical Qualifications & Skills | Strong computer and phone skills. Ability to use web-based computer applications and type with at least 90% accuracy. |
Excellent communication skills both written and verbal and internal personal skills |
Able to manage telephone customer interactions and convey confidence while resolving the customers issues. |
Professional friendly demeanor with a customer-oriented attitude. Good communication and listening skills. Able to accept constructive criticism. |
Able to understand and accurately communicate customers needs while demonstrating critical thinking and problem solving skills. |
Flexible availability to help staff our 24/7 operations. |
Able to thrive in a changing environment. (Every call is different and requires a unique and customized response from the CSR.) |
Able to complete work accurately while under deadline pressure. This includes quickly making decisions with limited input from the customer. |
Knowledge of facility maintenance services a plus. |
Equal Opportunity Employer
Notice to Prospective Employees
EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCORs normal application process it is probably fraudulent.
Geographic Disclosure
#EFS
Required Experience:
IC
Key Skills
- Criminal Justice
- Account Payable
- Economics
- Front End
- Facilities Management
- Domestic
About Company
EMCOR Group, Inc NYSE EME is a global leader in mechanical and electrical construction services, facilities services, energy infrastructure, sustainability and green building services for businesses, organizations, hospitals, education facilities and government
