Circles Facilities Customer Service in Waltham, Massachusetts
The Facilities Customer Service Professional position 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 with every interaction.
Available schedule: Full-time/Monday through Friday from 6:00am to 2:30pm, EASTERN
Rate of pay: $15.50 per hour
Fully remote; enjoy working from the convenience of your own place!
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 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 phone SLA goals
Adherence to schedule 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.
Job Specific Competencies Required Knowledge 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
Medical, dental, vision Insurance starting the first day of the month after hire
Long term and short term disability insurance paid for by Circles
401k with match
Life insurance paid for by Circles
Generous PTO policy
Access to discount programs
30 day paid sabbatical