Facilities Customer Service Professional - Remote Eligible

Facilities Customer Service Professional

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.

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.

The pay rate for this role is $17.00 per hour. This is a part-time, remote position with a schedule of Friday, Saturday, and Sunday from 10:30 PM -7:00 AM EST.

Job Responsibilities:

• 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.