[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Cushman & Wakefield is a leading real estate services firm, and they are seeking a Customer Service Representative to provide inbound support to customers. The role involves answering inquiries, creating work orders, and maintaining positive relationships with clients.ResponsibilitiesAnswers telephone inquiries for the day to day building maintenance issues, following standards, dispatch appropriate personnel as required, or redirect calls as necessaryEscalate calls as requiredReceives all work order requests via telephone or email and creates work order, determining description, correct trade skill set, priority, location, requestor and contact informationUtilizes multiple CMMS systems to distribute, coordinate, track and monitor requestsContacts customers to ascertain data omitted on work orders and follow up to determine customer satisfactionMaintains ongoing contact with Internal Clients to ensure follow through on requests (work order updates, completion, etc.)Has general knowledge of facilities, technician capabilities, and knowledge of equipment usedProvides daily transitions to team and Management to include unresolved issues, main events and quality programsTracks and assists in resolution of customer issues and follow-upMay be asked to perform random completed WO surveys to provide management with customer satisfaction reportFollows the utmost professionalism, positive corporate image, and enthusiasm when dealing with customerMust be able to work in a team environment, communicate with other agents, develop computer skills, and promote a positive work ethicOther duties assigned by Supervisor or Senior LeadershipSkillsHigh School diploma or equivalencyExperience in a maintenance environment and has an understanding of how it functionsAbility to speak, read, and write English fluentlyCustomer service experience in a contract service industryStrong computer and verbal communication skills, including experience with a CMMS and Web-based Management SystemsPleasant and personable and patient dispositionExcellent organizational skillsAbility to remain calm and courteous when handling difficult calls and requestsAbility to apply sound judgment and decision-making skills in dealing with a variety of issuesAble to accurately enter data into a databaseThis individual should be self-motivated, stress and pressure resistant, as well as a quick learnerMust be willing to continue training in their skill set to maintain knowledge in the latest equipment and technologies in their assigned dutiesHave the ability and willingness to work rotational shift, if necessary, including days, evenings, and nights as well as overtime, weekends and holidays as requiredWillingness to perform all assigned tasks within their abilityProficient with Office 365, Excel, ETCHigh-speed internet (150-300 mbps. download) is required for this roleConnection must support video meetings, remote system access, consistent productivity, with uninterrupted workflowEmployees must have a quiet, distraction-free workspace suitable for professional phone conversations and to protect customer informationCamera-on participation is required during meetings and trainings, as we operate in a fully virtual environment and rely on video presence for collaboration, engagement, and team connectionThe workspace must be able to accommodate multiple screens and provide an ergonomic setup that supports productivityTo maintain business continuity, employees are expected to have a backup plan for connectivity disruptions, including access to an alternate location (such as a co-working space, library, or other reliable environment) in case of home internet or power lossThe employee is regularly required to sit for extended periods; enter information into a computer via keyboard; talk and hear; vision abilities sufficient to view a computer monitorBenefitsHealth, vision, and dental insuranceFlexible spending accountsHealth savings accountsRetirement savings plansLife, and disability insurance programsPaid and unpaid time away from workCompany OverviewCushman & Wakefield is a real estate services firm that offers retail investment, energy management, and property services. It was founded in 1917, and is headquartered in Chicago, Illinois, USA, with a workforce of 10001+ employees. Its website is https://www.cushmanwakefield.com.



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