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.
Responsibilities
- Answers telephone inquiries for the day to day building maintenance issues, following standards, dispatch appropriate personnel as required, or redirect calls as necessary
- Escalate calls as required
- Receives all work order requests via telephone or email and creates work order, determining description, correct trade skill set, priority, location, requestor and contact information
- Utilizes multiple CMMS systems to distribute, coordinate, track and monitor requests
- Contacts customers to ascertain data omitted on work orders and follow up to determine customer satisfaction
- Maintains 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 used
- Provides daily transitions to team and Management to include unresolved issues, main events and quality programs
- Tracks and assists in resolution of customer issues and follow-up
- May be asked to perform random completed WO surveys to provide management with customer satisfaction report
- Follows the utmost professionalism, positive corporate image, and enthusiasm when dealing with customer
- Must be able to work in a team environment, communicate with other agents, develop computer skills, and promote a positive work ethic
- Other duties assigned by Supervisor or Senior Leadership
Skills
- High School diploma or equivalency
- Experience in a maintenance environment and has an understanding of how it functions
- Ability to speak, read, and write English fluently
- Customer service experience in a contract service industry
- Strong computer and verbal communication skills, including experience with a CMMS and Web-based Management Systems
- Pleasant and personable and patient disposition
- Excellent organizational skills
- Ability to remain calm and courteous when handling difficult calls and requests
- Ability to apply sound judgment and decision-making skills in dealing with a variety of issues
- Able to accurately enter data into a database
- This individual should be self-motivated, stress and pressure resistant, as well as a quick learner
- Must be willing to continue training in their skill set to maintain knowledge in the latest equipment and technologies in their assigned duties
- Have the ability and willingness to work rotational shift, if necessary, including days, evenings, and nights as well as overtime, weekends and holidays as required
- Willingness to perform all assigned tasks within their ability
- Proficient with Office 365, Excel, ETC
- High-speed internet (150-300 mbps. download) is required for this role
- Connection must support video meetings, remote system access, consistent productivity, with uninterrupted workflow
- Employees must have a quiet, distraction-free workspace suitable for professional phone conversations and to protect customer information
- Camera-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 connection
- The workspace must be able to accommodate multiple screens and provide an ergonomic setup that supports productivity
- To 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 loss
- The 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 monitor
Benefits
- Health, vision, and dental insurance
- Flexible spending accounts
- Health savings accounts
- Retirement savings plans
- Life, and disability insurance programs
- Paid and unpaid time away from work
Company Overview
Cushman & 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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