Client Support Representative

Position Summary

The client support representative ensures that all customer and strategic partner scheduling, verifications, and discrepancies are rectified in a timely and accurate manner. All service interactions must meet company/customer/ strategic partner specifications and quality standards.

Essential Functions

The CSR will focus on tasks that may include report creation and analysis;

· Post-service follow-up calls and repair services.

· Purchase order creation for new and existing customers.

· Routine customer concerns and emergency calls.

· Responsible for day-to-day interaction with the Company’s customers and vendors; receives, acknowledges and places calls to both customers and vendors.

· Provides accurate and timely information in response to customer/vendor questions;

· Rectifies complaints using company records as the basis for decision-making.

· Utilizes database system to create tickets which will contain a synopsis of interaction between the representative and involved parties.

· Collaborates with other Company Departments, develops internal and external constructive and cooperative working relationships.

· The Department is staffed 8:00 am to 5:00 pm Monday through Friday although emergency calls are accepted 24/7/365.

· Must be available to work as part of the emergency call rotation at least one week per month- including weekends

Employee will be provided with a cell phone, and a laptop computer for access to the Company’s computer system to manage off-site tasks.

Qualifications

· An Associate’s Degree in Business or related field or High School diploma with work. experience equivalent to educational requirement--preferably in the Hospitality, Construction or Facilities Management arenas with some postsecondary education.

· Minimum three-year customer service experience; call center environment strongly desired.

Demonstrated ability to:

· Flourish in a fast paced, deadline driven work environment.

· Process customer requests in a timely, professional manner.

· Analyze customer problems and aggressively pursue solutions which benefit the customer.

· Think creatively and act independently within scope of assigned responsibilities converse, listen and take notes simultaneously.

· Ability to maneuver easily between multiple computer screens.

· Provide world-class customer service.

· Strong negotiation skills

· Knowledge of Windows, Word, Excel, Outlook and Internet; able to create spreadsheets, emails and other departmentally required documents. Willingness and ability to learn the Company’s proprietary database program

· Knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for service, and evaluation of customer satisfaction.

Company Overview

SLM Facility Solutions Nationwide is a leader in comprehensive facility management, offering a wide range of services from waste removal and recycling to HVAC and sustainability solutions. Headquartered in Green Lane, PA, we pride ourselves on our extensive nationwide network that allows us to serve over 15,000 clients with exceptional responsiveness and cost-effective maintenance solutions.

Benefits Overview

Work-Life Balance

• Paid time off including company holidays
• Flexible schedule

Health and Wellness

• Medical and prescription coverage
• Health savings and flexible spending accounts
• Dental and vision coverage
• Wellness program
• Group short-term and long-term disability

Financial Wellness and Additional Support

• 401(k) plan options and company match
• Life insurance* basic plan covered 100% by company.
• Supplemental term life/accidental death and dismemberment insurance
• Employee assistance program
• Recognition program
• Employee discounts for mobile phone, ticketed events, online shopping and more

Plus competitive pay, annual performance-based increases, performance bonuses, frequent Company-wide events, paid training, and so much more!

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Please confirm your desired hourly rate.

Work Location: In person