On-Call (Full-time)

Hourly Wage

ISS offers full time employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status. The hourly pay range for this position is $18 per hour - $19 per hour per hour.

Work Hours

The work hours for this position are Mon - Fri Weekends, 6:00 am - 5:00 am

Key Purpose

The Call Center Representative is responsible for supporting customers, clients and facility related concerns and issues during their working schedule. They will answer all calls and in person requests for opening tickets related to Building Maintenance while dispatching tickets to the appropriate handlers. The Customer Service Representative also performs general administrative duties such as answering emails and creating user guide documents.

Success Criteria

• Develop own skill base in line with agreed appraisal, taking responsibility for increased performance, and ensuring continued self-improvement
• Participate and embrace the development opportunities within group
• Comply with safety rules, policies, and procedures
• Understand reporting systems and the environment
  
  

Key Areas of Collaboration and Influence

• A solid commitment to quality .
• Always remember safety first .
• Build respectful relationships with all teammates.
• Coordinate activities with other internal departments.
• Support the team.
• Communicate effectively with colleagues within the Business Unit and across the company so that information is disseminated effectively and participate in project groups and meetings as required.
  
  

Ideal Candidate Experience

• High School diploma or equivalent education.
• 1 years related experience in a call center or administrative environment.
• Ability to work any rotating shifts 24/7, 365 days a year.
• Able to work overtime as needed.
• Strong knowledge of MS Office (Word, Excel, Access, and PowerPoint).
• Demonstrates exceptional customer service skills, poise, tact & diplomacy.
• Excellent verbal, written, and organizational skills required.
• Must be a team player and committed to working in a quality environment.
• Bilingual in Spanish is plus.
  
  

Key Accountabilities

• The representative will ensure that customer phone and/or web requests are assigned to the proper group, detailed, and complete the task to its entirety.
• Follow-up with the Client, if necessary.
• Handle customer complaints and resolve problems according to guidelines established by the company
• Answer general inquiries about the organization, receive work orders by phone; fax; or email and set up appointments
• Operate office equipment including computer, facsimile, and copy machine.
• Proofread work for errors and make corrections as needed.
• Perform other duties as necessary to provide administrative support to the team.
  
  

Physical Demands & Work Environment

• Work is performed primarily in a general office environment.
• Work involves sitting for long periods of time.
• Must be able to work under pressure and time deadlines during
• peak periods
  
  

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.