Customer Support - Dispatching/Follow Ups

Nest Corporation Ltd • Sewell, NJ

113d • $18

About The Position

NEST is the pioneer of the Integrated Facilities Management (IFM) industry. Since 1994, we've embarked on a journey with our clients to bring true cost savings with industry-leading technology and operational excellence—all while maintaining your brand image. Finding an IFM partner that understands your business is key to the success of any multi-site organization and NEST has the experience to prove it. This role is located in our Sewell, NJ office. Schedule: Second Shift, One Weekend Day.

Requirements

• High school diploma or GED.
• 1-2 years of Customer Service or equivalent Facility Management experience.
• Strong phone, email, and customer service skills.
• Intermediate computer skills.
• Ability to make quick, decisive decisions and think outside the box.
• Organized and detail-oriented.

Responsibilities

• Interact in a professional manner by proactively establishing and maintaining effective working team relationships with internal and external customers.
• Receive correspondence email/phone calls from Clients, Providers or Team Members regarding workorder status and resolve basic inquiries.
• Maintain client satisfaction by responding to emails, service complaints, recalls and/or phone calls in a timely fashion.
• Ensure NEST is meeting all External SLA (Service Level Agreements) for each client by working on the highest priority work.
• Gather paperwork, signed work orders and invoices from Providers for billing as needed.
• Perform follow-up on services provided by NEST by calling, messaging, or emailing client locations and/or ISPs.
• Dispatch ISPs to perform services and update clients and locations accordingly.
• Schedule services with ISP's and locations with provided schedule dates.
• Maintain/update notes in System Z (workorder management system) to monitor the health of WOs (Work Orders).
• Execute proactive and reactive ISP new hiring process by onboarding new Service Providers.
• Identify ISP's requiring coaching, handle basic situations, and escalate situations to management.
• Consistently meet key departmental Key Performance Indicators (KPI's) and quality standards.
• Provide backup to other sub departments as needed.

Benefits

• Pay - Starting at $18/hr
• PTO Time - Vacation 40 hours + Personal 32 hours annually (first year)
• Paid Holidays - 6 paid company Holidays
• Paid Sick Time - 40 hours annually
• Medical: choice of 3 Plans (Gold, Silver and Bronze), NEST shares the cost of your plan for all tiers of coverage.
• Dental: voluntary; employee pays full cost.
• Vision: voluntary; employee pays full cost.
• Employer Paid Life Insurance: $15k for Full-time employees.
• Supplemental Insurance: employee paid.
• MetLife Legal: employee paid.
• Pet Insurance: employee paid.
• Identity & Fraud Protection: employee paid.
• Employee Assistance Program (EAP) - Employer Paid Benefit.
• 401k Plan: NEST matches dollar for dollar up to 3% of contribution rates.
• Annual Bonus: based on position and goals.
• Company sponsored employee engagement and Philanthropic events throughout the year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Furniture, Home Furnishings, Electronics, and Appliance Retailers
• Education Level: High school or GED