Senior Customer Service Assistant (Full Time)

Compass Group • Charlotte, NC

3d • Hybrid

About The Position

ESFM is the corporate Integrated Facilities Management (IFM) division of Compass Group USA. Rooted in hospitality, ESFM elevates the workplace experience as the single source of innovative FM solutions that ensure a safe, healthy, and sustainable environment. ESFM’s clients include many household names from Life Science, Technology, Oil & Gas and Manufacturing markets. ESFM self-performs 80% of all IFM solutions provided to clients. Their portfolio of service categories includes Environment, Health & Safety, Facilities Maintenance & Engineering, Sustainability, Janitorial & Industrial Cleaning, Laboratory Support and Workplace solutions. This self-performance model creates a consistent hospitality experience for clients, resulting in higher engagement and productivity from their employees. In 2020, ESFM (formerly Eurest Services) won the George Graves Award for Facility Management Achievement from the International Facilities Management Association (IFMA). This role serves as a customer service representative in a call center and provides work order management support for staff/customers.

Requirements

• Minimum 2–3 years of experience in customer service, facilities management, or service coordination environments.
• Experience using CMMS or work order management systems preferred.

Responsibilities

• Serve as the first point of escalation for vendor-related concerns and service issues, working to resolve matters at the Sr. CSR level before escalating to the Customer Service Manager (CSM).
• Lead the training and onboarding of new hires while providing continuous coaching, refresher training, and process guidance to existing employees to promote consistency and adherence to established procedures.
• Provide analytics, reporting, and operational insights as business needs or specific situations require. Identify trends, performance gaps, and opportunities for process improvement.
• Provide additional financial and invoice support, including invoice verification, reviewing documentation for accuracy, validating charges against completed work and approved scope, and helping address discrepancies before invoices are processed.
• Act as a resource for the CSR team by answering process-related questions, reinforcing established procedures, and supporting consistent execution of service and operational expectations.
• Answers the telephone, responds to customer emails and provides general assistance to customers.
• Reviews and promotes service requests submitted by customers.
• Provides clerical support; maintains files and records.
• Prepares routine correspondence, forms and other documents.
• Collects, verifies, retrieves and enters data.
• Operates standard office equipment.
• Completes project assignments.
• Assists in the preparation and proofing of materials for reports and other publications.
• Interacts effectively with staff, students and faculty while conducting daily workplace duties.
• Communicates with customers to complete work in a cost-effective, efficient and safe manner.
• Maintains a clean and safe work environment.
• Performs other duties as assigned.

Benefits

• Retirement Plan
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Voluntary Benefits, including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program
• Medical
• Dental
• Vision
• Life Insurance/AD
• Disability Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree