Seasonal Facilities Services Customer Service Representative

About Us:

USM, a wholly owned subsidiary of EMCOR Group, Inc., is a leading provider of essential facilities maintenance services, including interior and exterior services and electrical, mechanical and plumbing services, to national and regional commercial customers that maintain multi-site portfolios across wide geographic areas. With its highly developed proprietary network of over 11,000 service partners, USM delivers consistent facilities maintenance services across a nationwide footprint for approximately 150 customers in over 80,000 locations in all 50 states, Puerto Rico, and Canada.

Job Title: Seasonal Facilities Services Customer Service Representative

These full time roles are expected to be needed through late March/early April.

The Seasonal Facilities Services Customer Service Representative is a key contributor in the execution of USM’s customer commitments. This position is responsible for being the first point of contact for customers and suppliers, providing accurate and timely information, assisting customers and suppliers with their concerns and resolving issues when applicable, managing voicemail, and third party systems. This position works in partnership with other members of the team to ensure all service issues are addressed in a timely manner based on the requirements of the customers and suppliers, and has a significant responsibility directly impacting business profitability.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Answers and completes inbound/outbound communications (phone, email, etc.) as assigned. Projects a professional and positive image of USM to all customers and suppliers. Documents all notes/issues/escalations in company’s work order management system so that they can be acted upon in a timely and accurate manner.
  
  

Resolves service issues with customers and suppliers when applicable and escalates when appropriate.

Manages recurring services and their statuses as well as all additional customer requests (above scope and on-demand services) from obtaining quotes and writing proposals to service completion/verification.

Reviews daily, weekly, and monthly Integrated Voice Response (IVR) reporting for exceptions and addresses with appropriate parties via telephone and email, as applicable.

Reviews and analyzes field inspection reports submitted by field associates and enters appropriate work orders or issues into proprietary database.

Reconciles billing and service level data provided from third party systems with USM proprietary database on daily, weekly, and monthly basis.

Any other duties as requested by management.

Qualifications:

Ability to work a flexible schedule that could include early mornings/evenings/weekends.

BA/BS from an accredited college or university or equivalent in education and work experience.

Minimum 2-3 years experience working in a high volume, fast paced customer service role.

Proficiency with Microsoft Excel & Word. Customer Relationship Management (CRM) experience managing facility service, or similar, work orders.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

• Desk position with computer/monitors in a well-maintained office facility. Remote working will be an essential skill that one must have.
  
  

We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled.

Notice to prospective employees: There have been fraudulent postings and emails regarding job openings. EMCOR Group and its companies list open positions here. Please check our available positions to confirm that a post or email is genuine.

EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR’s normal application process – it is probably fraudulent.

As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled

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