Customer Service Representative
EMCOR Group Inc.
Phoenix, AZ 85040, USA
4d ago

About Us :

EMCOR Facilities Services (EFS), an EMCOR core business, services over 1 billion square feet of space worldwide. From corporate campuses to single sites, EFS provides a range of services that support mission-

critical areas of financial services, manufacturing, pharmaceutical, transportation, and government sectors. The hours for this position are : 6 a.

m. to 2 : 30 p.m., with one weekend day included. Essential Duties and Responsibilities :

  • Answer incoming telephone calls from business customers calling into our Customer Solutions Center (CSC).
  • Dispatch auto-generated work orders to our list of suppliers.
  • Create work orders from those calls, and dispatch the work orders via email or web, within specified timelines to ensure technicians arrive onsite within specified time frame.
  • Take ownership and follow customer-specific policies and procedures for each of our numerous clients.
  • 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.

  • Escalate and track high priority work orders according to account procedures.
  • 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 :
  • Flexible availability to help staff our 24 / 7 operations
  • Great communication and listening skills.
  • Able to understand and accurately communicate customer’s needs.
  • Able to manage telephone customer interactions and convey confidence while resolving the customer’s issues.
  • Critical thinking and problem solving skills.
  • Knowledge of facility maintenance a plus.
  • Able to thrive in a changing environment. Every call is different and requires a unique and customized response from the CSR.
  • Able to complete work accurately while under deadline pressure. This includes quickly making decisions with limited input from the customer.
  • Able to accept constructive criticism.
  • Professional, friendly demeanor with a customer-oriented attitude.
  • Strong computer and phone skills. Need to know how to use web-based computer applications and type with at least 90% accuracy.
  • Preferred 2-3 years of Customer Service experience.

  • High school diploma or equivalent
  • Apply
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