ESSENTIAL FUNCTIONS & RESPONSIBILITIES:
Answers telephone inquiriesfortheday to daybuilding maintenance issues, following standards, dispatchappropriate personnelasrequired, or redirectcallsas necessary. Escalate calls asrequired.
Receives all work order requests via telephone or email and creates workorder,determiningdescription, correct trade skillset, priority, location,requestorand contact information.
Utilizes multiple CMMS systems to distribute, coordinate,trackand monitor requests
Contactscustomers toascertaindata omitted on work orders and follow up todeterminecustomer satisfaction.
Maintains ongoing contact with Internal Clients to ensurefollow throughon 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, maineventsand quality programs
Tracks andassistsin resolution of customer issues and follow-up.
May be asked to perform random completed WO surveys to provide management withcustomersatisfaction report.
Follows the utmost professionalism, positive corporate image, and enthusiasm when dealing withcustomer.
Mustbe 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 orequivalency.
Experience in a maintenance environment andhas an understanding ofhow 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 witha CMMSand 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 tomaintainknowledge in the latest equipment and technologies in their assigned duties.
Have the ability and willingness to work rotationalshift, if necessary, including days, evenings, and nights as well as overtime, weekends and holidays asrequired.
Willingness to perform all assigned tasks within their ability.
Proficient with Office 365, Excel, ETC
REMOTE WORK REQUIREMENTS
High-speed internet (150-300mbps. download) isrequiredfor 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 isrequiredduring meetings and trainings, as weoperatein 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.
Tomaintainbusiness 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:
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