[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. C&W Services is a company that provides facility services, and they are seeking a Customer Service Representative to offer inbound support to customers. The role involves managing customer inquiries, creating work orders, and ensuring customer satisfaction through effective communication and follow-up.

Responsibilities

• Answers telephone inquiries for the day to day building maintenance issues, following standards, dispatch appropriate personnel as required, or redirect calls as necessary. Escalate calls as required
• Receives all work order requests via telephone or email and creates work order, determining description, correct trade skill set, priority, location, requestor and contact information
• Utilizes multiple CMMS systems to distribute, coordinate, track and monitor requests
• Contacts customers to ascertain data omitted on work orders and follow up to determine customer satisfaction
• Maintains ongoing contact with Internal Clients to ensure follow through on 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, main events and quality programs
• Tracks and assists in resolution of customer issues and follow-up
• May be asked to perform random completed WO surveys to provide management with customer satisfaction report
• Follows the utmost professionalism, positive corporate image, and enthusiasm when dealing with customer
• Must be 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

Skills

• High School diploma or equivalency
• Experience in a maintenance environment and has an understanding of how 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 with a CMMS and 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 to maintain knowledge in the latest equipment and technologies in their assigned duties
• Have the ability and willingness to work rotational shift, if necessary, including days, evenings, and nights as well as overtime, weekends and holidays as required
• Willingness to perform all assigned tasks within their ability
• Proficient with Office 365, Excel, ETC
• High-speed internet (150-300 mbps. download) is required for 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 is required during meetings and trainings, as we operate in 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
• To maintain business 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
• The employee is regularly required to sit for extended periods; enter information into a computer via keyboard; talk and hear; vision abilities sufficient to view a computer monitor

Benefits

• Health, vision, and dental insurance
• Flexible spending accounts
• Health savings accounts
• Retirement savings plans
• Life, and disability insurance programs
• Paid and unpaid time away from work

Company Overview