Customer Service Representative

Circles - Waltham, MA

Job Summary

The Customer Service Call Center Representative -Facilities Service Professional position is a front-line role that handles incoming client calls while working within a facilities case management tool. You will be responsible for answering calls and emails related to facilities management from: employees, technicians, and vendors and will assess the nature of the request, document and dispatch to the appropriate party for resolution. All of these functions are delivered with a high focus on ensuring an optimal customer experience.

Job Responsibilities

  • Responds to routine inquiries
  • Is required to assess the nature of the call and determine the most appropriate party to handle the call
  • Processes incoming facilities work order requests through telephone and email, such as office moves, plumbing problems, light bulb changes, etc.
  • Asks probing questions to understand and troubleshoot the root cause of the problem or request and determines the right party to service the work order.
  • Dispatches the work order through telephone or email to appropriate contact
  • Sets appropriate turn-around time expectations with the client based on priority codes
  • Ensures that all reports are accurate and filed in a timely manner
  • Selects priorities and organizes work to meet them;
  • Proactively identifies work order trends and communicates to the Team Coordinator and Program Lead
  • Follows approved policies and procedures
  • Resolves shift concerns and/or tasks with the Team Coordinator / Program Lead and co-workers

Job Specific Competencies RequiredKnowledge and Experience

  • Must be able to demonstrate customer service skills
  • High school diploma required
  • Call center experience preferred (inbound)
  • Extensive use of computer with experience with Microsoft Office products and the input of large amounts of data
  • Switchboard or Helpdesk experience a plus
  • Excellent listening skills and telephone skills
  • Excellent professional communication and interfacing with customers and co-workers
  • Ability to manage multiple tasks simultaneously

Personal Effectiveness

  • Ability to communicate and articulate self in a professional and business-like manner (both oral and written skill sets demonstrated)
  • Able to work in a fast paced environment with demonstrated ability to prioritize multiple, competing tasks and demands.
  • Demonstrates accuracy in written and verbal communication
  • Ability to provide timely updates on work effort and workload to direct leader
  • Reacts positively to direction and feedback
  • Actively listens to the needs of the client to help understand the root cause of the problem or request
  • Demonstrates high standards for quality work processes and results
  • Willingly adapts to changing workloads and helps others when they are busy
  • Identifies new ideas, solutions, or directions in dealing with daily situations
  • Fosters a climate that ensures quality and customer service standards
  • Creates and supports customer focused behavior
  • Follows departmental and support service customers’ policies and directives
  • Maintains safe, secure and legal work environment
  • Develops personal growth opportunities
  • Seeks out self-improvement
  • Notifies Program Coordinator of unplanned absences in a timely manner (in sufficient time to permit adequate coverage of the open shift) while also taking ownership of working with co-workers to solve for unplanned and planned time off

Relating to Others

  • Treating others with respect, developing and maintaining successful relationships, building great teams and collaboration
  • Shows initiative/asks questions to provide accurate work product while working with clearly defined guidelines and regular supervision

Ideas and Information

  • Planning, innovation, creativity in problem solving and decision-making
  • Effective time management skills
  • Timely delivery of results to card members while balancing multiple deadlines
  • Action oriented
  • Able to prioritize work and deliver against deadlines
  • Able to ask probing questions to troubleshoot problems


Posted On: Tuesday, November 27, 2018



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