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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!

Requirements

  • 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

Benefits

  • 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

  • Paid holidays

  • Access to discount programs

  • 30 day paid sabbatical

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