Job Description
About the position
- Responsibilities
- Handle all emergency after hour's service requests according to established department policies and procedures.
- Make decisions regarding accounts after hours.
- Schedule and update service calls with all appropriate parties.
- Confirm satisfactory completion of service calls on behalf of Corporate Facilities Dept and Global.
- Provide timely feedback to Clients, on call team and correct team in the office regarding service failures or customer concerns.
- Partner with vendors to meet and exceed customer's service expectations.
- Negotiate vendor's quotes and proposals while vendors are onsite and provide real time price updates to Clients.
- Draft new customer proposals and ensure customers are informed of all NTE increases needed.
- Process high volume of data and calls while inputting information into the appropriate technologies.
- Effectively interface with clients' Corporate Facility Department.
- Handle escalations regarding contractor errors for a service.
- Handle all emergency requests in a highly expedited manner by oneself.
- Communicate issues, changes and updates within the team to the department manager.
- Train and motivate the team.
- Implement experience and knowledge to ensure the proper and timely completion of projects.
- Perform other related duties as assigned, including working Holidays when required and scheduling service requests for the following morning.
- Requirements
- 1+ years' experience in a customer service role.
- A commitment to keeping clients happy and making someone's day.
- A+ communication and multitasking skills.
- Nice-to-haves
- A college degree.
- Experience with SalesForce.
- Bilingual.
- Benefits
- Excellent health and dental coverage.
- Life insurance.
- 401k.
- Compelling PTO program.
- Paid holidays.
- Team building activities.
- Employee appreciation program.
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