CSR (Tempe, AZ) - The Planet Group

Job Summary:
The Customer Service Representative provides primary/frontline telephone support for 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.

Duties & Responsibilities: 
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 those 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: 
High School Diploma
2-3 years office-based customer service or call center experienced desired. Basic Facilities Maintenance knowledge preferred
Strong computer and phone skills. Ability to use web-based computer applications and type with at least 90% accuracy