Ajilon is conducting interviews on behalf of a facilities company located in Phoenix. This company is onboarding a new software system, and are looking for a call center representative to support this expansion. This position does have the ability to be remote, however, you will need to be flexible with work schedule, evenings and weekends included.
In this job, you will provide primary/frontline telephone support for 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.
Essential Duties and 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 those calls, and dispatch the work orders via email or web, within specified timelines to ensure technicians arrive onsite within specified time frame.
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.
High school diploma or equivalent
2-3 years office-based customer service or call center experienced desired. 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
Professional, friendly demeanor with a customer-oriented attitude. Good communication and listening skills. Able to accept constructive criticism.
Is this role a perfect fit for you? If so, please apply now!
Equal Opportunity Employer/Veterans/Disabled
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