Customer Services Specialist

EMCOR Facilities Services, Inc.•Tempe, AZ

About The Position

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

Requirements

High school diploma, or equivalent years of customer service experience.
2-3 years office-based customer service or call center experienced preferred. Basic Facilities Maintenance knowledge preferred.
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 customer’s 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 customer’s 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.

Nice To Haves

Knowledge of facility maintenance services a plus.

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.