Customer Service Representative

Aston Carter•Boston, MA

4d•$22 - $22•Onsite

About The Position

This part-time Customer Service Representative role focuses on providing high-quality inbound phone and email support for customers with questions, issues, or requests related to facility services. The position serves as a key point of contact, promoting positive customer relationships while creating and managing work orders, coordinating with internal departments, and ensuring timely and accurate follow-through on all service requests. The role requires strong communication, organization, and computer skills, as well as the ability to work effectively in a virtual, team-based environment.

Requirements

High school diploma or equivalency.
Experience in a maintenance or facilities environment with an understanding of how it functions.
Customer service experience in a contract service industry.
Ability to speak, read, and write English fluently.
Strong verbal communication skills, particularly in a phone-based or call center environment.
Strong computer skills, including proficiency with CMMS and web-based management systems.
Proficiency with Office 365, including Excel and other Microsoft Office applications.
Ability to accurately enter data into databases and systems with strong attention to detail.
Excellent organizational skills and ability to manage multiple tasks simultaneously.
Ability to remain calm, courteous, and professional when handling difficult calls and requests.
Ability to apply sound judgment and decision-making skills to a variety of customer issues.
Self-motivated, able to work under stress and pressure, and able to learn quickly.
Willingness and ability to work rotational shifts if necessary, including days, evenings, nights, overtime, weekends, and holidays.
Willingness to perform all assigned tasks within the scope of the role.

Nice To Haves

Experience with high-volume phone-based outreach or call center environments.
Familiarity with Corrigo or similar CMMS platforms.
Experience in service delivery environments supporting facilities or building maintenance.
Pleasant, personable, and patient disposition when interacting with customers and colleagues.
Demonstrated ability to work effectively in a team-oriented environment.
Commitment to ongoing training and development to stay current on equipment, technologies, and best practices related to assigned duties.
Ability to promote a positive work ethic and contribute to a supportive team culture.

Responsibilities

Answer inbound telephone inquiries related to day-to-day building maintenance issues, following established standards and dispatching appropriate personnel as required.
Redirect calls to the appropriate department or resource when necessary and escalate calls in accordance with defined procedures.
Receive work order requests via telephone and email, creating accurate work orders that capture description, correct trade or skill set, priority, location, requester, and contact information.
Utilize multiple Computerized Maintenance Management Systems (CMMS) and web-based management systems to distribute, coordinate, track, and monitor work requests and projects.
Contact customers to obtain any missing information on work orders and follow up to confirm customer satisfaction with completed work.
Maintain ongoing communication with internal clients to ensure follow-through on requests, including work order updates, status changes, and completion details.
Apply general knowledge of facilities technician capabilities and equipment used to route and prioritize work appropriately.
Provide daily transitions and updates to team members and leadership, including unresolved issues, significant events, and quality-related items.
Track customer issues, assist in resolving them, and ensure timely follow-up to close out open items.
Conduct random surveys on completed work orders when requested, and report customer satisfaction findings to management.
Represent the organization with the highest level of professionalism, maintaining a positive corporate image and enthusiastic attitude in all customer interactions.
Work effectively in a team environment, collaborating with other agents, sharing information, and contributing to a positive work ethic and culture.
Develop and enhance computer skills to support job performance, including use of CMMS, Office 365, and other tools.
Accurately enter data into databases and systems, ensuring completeness and correctness of records.
Apply sound judgment and decision-making skills when handling a variety of customer issues and requests.
Remain calm, courteous, and patient when handling difficult calls, high-volume outreach, and complex requests.
Perform all tasks within assigned abilities and responsibilities, including other duties as assigned by leadership.
Participate actively in virtual meetings and trainings, engaging with the team via video and contributing to a collaborative remote environment.