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 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 follow-up.

• 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 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 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, 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 is   required   during meetings and trainings, as we   operate   in 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.

• To   maintain   business 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 1-888-365-5406 or email  Accommodations@cushwake.com . Please refer to the job title and job location when you contact us.

INCO: “C&W Services”