What are the responsibilities and job description for the Dispatch Associate/Customer Service position at NEST - Integrated Facilities Management?
NEST is the pioneer of the Integrated Facilities Management (IFM) industry. Since 1994, we've embarked on a journey with our clients to bring true cost savings with industry-leading technology and operational excellence-all while maintaining your brand image. Finding an IFM partner that understands your business is key to the success of any multi-site organization and NEST has the experience to prove it.
Role Overview
All ACT Support Associates will interact in a professional manner by proactively establishing and maintaining effective working team relationships with internal and external customers. This includes NEST Team Members, NEST of Florida Team Members, 20 Digits Technology Team Members, Independent Service Providers (ISPs), and Clients. The primary interaction points with customers will be phone calls, emails, text and instant messages. Successful Associates must be organized, detail-oriented and must be able to work in a team environment. All positions require strong phone, email, customer service and intermediate computer skills.
All NEST Associates are required to meet expectations for attendance and punctuality, deal honestly and fairly with co-workers, management, and the general public, promote a positive work environment, and to operate efficiently within their roles. Each associate is expected to work to meet or exceed all departmental goals and deadlines and to maintain professional internal and external relationships that meet company core values, while delivering exceptional customer satisfaction overall.
Reporting directly to the ACT Supervisor / Manager, All ACT Support Associates will interact in a professional manner by proactively establishing and maintaining effective working team relationships with internal and external customers. This includes NEST Team Members, NEST of Florida Team Members, 20 Digits Technology team members, Independent Service Providers (ISPs), and Clients. The primary interaction points with customers will be phone calls, emails, text and instant messages.
We're seeking an ACT Support Associate who demonstrates strong communication skills, attention to detail, the ability to multi-task and prioritize their work, understand financial concepts and be able to work in a high-paced environment.
Role Specifics
More specifically, your key job tasks will be to :
- Performs multiple departmental tasks including but not limited to the following :
- Receives correspondence email / phone calls from Clients, providers or team members regarding workorder status and resolves basic inquiries.
Demonstrates general familiarity and understanding of Clients as it relates to playbook procedures and external systems (ie : Service Channel, Facility Source, Verisae, Office Trax, etc.) and may require management support for updates.
Identifies ISP's requiring coaching, handles basic situations, and raises escalate situations to management.
Success Factors
NEST is a competency-focused organization, and the exemplary candidate for this role will encompass the following core competencies :
All employees must successfully complete a pre-employment skills assessment, a background check and drug screening prior to the start of their employment.
This is a Hybrid position to Sewell, NJ.
Shifts Available : Tuesday to Saturday from 12PM to 9PM OR 1PM to 10PM
NEST is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military / veteran status or other characteristics protected by law.