Job details

Facilities Customer Service Professional PT Overnight

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About Circles Culture:
The Circles culture is an inclusive environment that encourages self-expression and individuality. Creating a space for open communication, respect and job development empowers our employees to pursue their career goals and advance personally and professionally. Circles prioritizes the wellbeing of our employees so that our consumers experience that same level of care.

Position Overview:
The Facilities Customer Service Professional handles incoming client calls while working with a facilities case management tool. You will handle 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 proper party for resolution. All these functions are delivered with a high focus on ensuring an optimal customer experience with every interaction.

Requirements:

Responds to routine inquiries via inbound phone calls

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 priorities

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

Achieve goal of handling 45 requests per day average

Support team achievement of service level goals

Adherence to scheduled shifts, keeping within guidelines for arrivals/departures and absences

Adhering to efficiency and accuracy standards.

Support phone volume in the range of 70-100 phone interactions per shift.

Mastery of Circles/Sodexo systems and knowledge matrix to support multiple accounts.

Desired Job Specific Competencies:

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 substantial 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

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 substantial 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

401k with match

401k with match
Generous PTO policy - Accrue up to 7.5 days during your first year
Paid holidays

One paid day off per year to volunteer
Access to discount programs
Two-week paid sabbatical every five years
Access to Employee Benefit Resource Groups that provide ongoing learning and mentorship opportunities

What You Should Know About Facilities Customer Service Professional PT Overnight, Circles

At Circles, we believe that an inclusive culture fosters personal and professional growth, and we're on the lookout for a Facilities Customer Service Professional PT Overnight to join our dynamic team! This role is all about providing exceptional service – you'll be the first point of contact for our clients, answering calls and emails related to facilities management. Imagine handling a variety of inquiries from employees, technicians, and vendors, each day a new challenge! Your keen problem-solving skills will come into play as you assess the nature of each request, document it, and ensure it gets directed to the right team for a speedy resolution. Equipped with our facilities case management tool, you'll manage incoming work orders, like office moves and light bulb changes, all while maintaining a friendly and professional demeanor. We're counting on you to proactively identify work order trends and contribute to our commitment to excellent customer experience. If you have outstanding customer service skills, enjoy a fast-paced environment, and are ready to make a difference with every phone call, we encourage you to apply and see how you can thrive at Circles!

Frequently Asked Questions (FAQs) for Facilities Customer Service Professional PT Overnight Role at Circles

What does a Facilities Customer Service Professional at Circles do?

As a Facilities Customer Service Professional at Circles, you will handle incoming calls and emails regarding facilities management from employees, technicians, and vendors. Your responsibilities include assessing the nature of requests, documenting them, and dispatching work orders to the appropriate party for resolution, all while ensuring a top-notch customer experience.