Facilities Customer Service Professional

December 9

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Circles France - Workplace services & hospitalité - Groupe Sodexo

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Attractivité et fidélisation des salariés • Valorisation des actifs immobiliers • Performance des organisations • Services à la personne • Qualité de vie au travail

51 - 200 employees

Founded 1998

👥 HR Tech

☁️ SaaS

Description

• About Circles Culture: The Circles culture is an inclusive environment that encourages self-expression and individuality. • Creating a space for open communication, respect and job development, empowers our employees to pursue their career goals and advance personally and professionally. • Circles prioritizes the wellbeing of our employees so that our consumers experience that same level of care. • Position Overview: The Facilities Customer Service Professional handles incoming client calls while working within a facilities case management tool. • You will be responsible for answering calls and emails related to facilities management from: employees, technicians, and vendors and will assess the nature of the request, document and dispatch to the appropriate party for resolution. • All of these functions are delivered with a high focus on ensuring an optimal customer experience with every interaction. • Part-Time shift available! 25 hours per week, Monday-Wednesday 1PM to 6:30PM and Saturday 10AM to 4:30PM Eastern Time Zone. • Compensation is $17.00 per hour.

Requirements

• Responds to routine inquiries via inbound phone calls • Is required to assess the nature of the call and determine the most appropriate party to handle the call • Processes incoming facilities work order requests through telephone and email, such as office moves, plumbing problems, light bulb changes, etc. • Asks probing questions to understand and troubleshoot the root cause of the problem or request and determines the right party to service the work order. • Dispatches the work order through telephone or email to appropriate contact • Sets appropriate turn-around time expectations with the client based on priority codes • Ensures that all reports are accurate and filed in a timely manner • Selects priorities and organizes work to meet priorities • Proactively identifies work order trends and communicates to the Team Coordinator and Program Lead • Follows approved policies and procedures • Resolves shift concerns and/or tasks with the Team Coordinator / Program Lead and co-workers • Achieve goal of handling 45 requests per day average. • Support team achievement of phone SLA goals • Adherence to schedule shifts, keeping within guidelines for arrivals/departures and absences. • Adhering to efficiency and accuracy standards. • Support phone volume in the range of 70-100 phone interactions per shift. • Mastery of Circles/Sodexo systems and knowledge matrix to support multiple accounts.

Benefits

• Generous PTO policy • 401k with match • Paid holidays • Access to discount programs • Two-week paid sabbatical every five years • Access to Employee Assistance Program • Access to Employee Benefit Resource Groups that provide ongoing learning and mentorship opportunities