EMCOR Group, Inc.

Customer Services Specialist

EMCOR Group, Inc.

full-time

Posted on:

Location Type: Hybrid

Location: Tempe • Arizona • United States

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About the role

  • Answer incoming telephone calls from business customers calling into our Customer Solutions Center (CSC).
  • Use judgment and basic knowledge of facility maintenance to determine proper work order handling.
  • Create work orders from calls, and dispatch the work orders via email, web, or fax within specified timelines.
  • Escalate and track high priority work orders according to account procedures.
  • Handle multiple customers and take responsibility for following procedures for each customer.
  • Coordinate with customers, vendors, facility managers, technicians, and management to facilitate the flow of reactive maintenance work in customer facilities.
  • Prioritize work to meet or exceed established performance standards.
  • Provide work order follow-up and reporting as required.

Requirements

  • High school diploma, or equivalent years of customer service experience.
  • 2-3 years office-based customer service or call center experienced preferred.
  • Basic Facilities Maintenance knowledge preferred.
  • Strong computer and phone skills.
  • Ability to use web-based computer applications and type with at least 90% accuracy.
  • Excellent communication skills both written and verbal, and internal personal skills.
  • Able to manage telephone customer interactions and convey confidence while resolving customer’s issues.
  • Professional, friendly demeanor with a customer-oriented attitude.
  • Good communication and listening skills.
  • Able to accept constructive criticism.
  • Able to understand and accurately communicate customer’s needs, while demonstrating critical thinking and problem solving skills.
  • Flexible availability to help staff our 24/7 operations.
  • Able to thrive in a changing environment.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecall center experiencefacilities maintenance knowledgeweb-based computer applicationswork order handlingwork order follow-upreportingtyping accuracy
Soft Skills
communication skillsinterpersonal skillsproblem solvingcritical thinkingcustomer-oriented attitudeflexibilityability to accept constructive criticismability to manage telephone interactions
Certifications
high school diploma