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Description

About Us:

EMCOR Facilities Services (EFS), an EMCOR core business, services over 1 billion square feet of commercial space across the United States. From corporate campuses to single sites, EFS provides a range of services that support mission-critical areas of financial services, manufacturing, pharmaceutical, transportation, and education sectors.

Job Title: Customer Service Representative

Job Summary:

The Customer Service Representative provides primary/frontline telephone support for EMCOR Customer Solutions Center (CSC) 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 include the following. Other duties may be assigned.

• 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 calls, and dispatch the work orders via email, web, or fax within specified timelines.

• 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.

• Prioritize work to meet or exceed established performance standards. Provide work order follow-up and reporting as required.

• Additional duties as required or assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma, or equivalent years of customer service experience.

• 2-3 years office-based customer service or call center experienced preferred. 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

• Able to manage telephone customer interactions and convey confidence while resolving the customer’s issues.

• Professional, friendly demeanor with a customer-oriented attitude. Good communication and listening skills. Able to accept constructive criticism.

• Able to understand and accurately communicate customer’s needs, while demonstrating critical thinking and problem solving skills.

• Flexible availability to help staff our 24/7 operations.

• Able to thrive in a changing environment. (Every call is different and requires a unique and customized response from the CSR.)

• Able to complete work accurately while under deadline pressure. This includes quickly making decisions with limited input from the customer

• Knowledge of facility maintenance services a plus.

As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled

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