[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Cushman & Wakefield is a leading global real estate services firm, and they are seeking a Customer Service Representative to provide inbound customer service support. The role involves answering customer inquiries, creating work orders, and maintaining positive relationships with clients while ensuring services are met. Responsibilities - Answers telephone inquiries for the day to day building maintenance issues, following standards, dispatch appropriate personnel as required, or redirect calls as necessary - Escalate calls as required - Receives all work order requests via telephone or email and creates work order, determining description, correct trade skill set, priority, location, requestor and contact information - Utilizes multiple CMMS systems to distribute, coordinate, track and monitor requests - Contacts customers to ascertain data omitted on work orders and follow up to determine customer satisfaction - Maintains ongoing contact with Internal Clients to ensure follow through on requests (work order updates, completion, etc.) - Has general knowledge of facilities, technician capabilities, and knowledge of equipment used - Provides daily transitions to team and Management to include unresolved issues, main events and quality programs - Tracks and assists in resolution of customer issues and follow-up - May be asked to perform random completed WO surveys to provide management with customer satisfaction report - Follows the utmost professionalism, positive corporate image, and enthusiasm when dealing with customer - Must be able to work in a team environment, communicate with other agents, develop computer skills, and promote a positive work ethic - Other duties assigned by Supervisor or Senior Leadership Skills - High School diploma or equivalency - Experience in a maintenance environment and has an understanding of how it functions - Ability to speak, read, and write English fluently - Customer service experience in a contract service industry - Strong computer and verbal communication skills, including experience with a CMMS and Web-based Management Systems - Pleasant and personable and patient disposition - Excellent organizational skills - Ability to remain calm and courteous when handling difficult calls and requests - Ability to apply sound judgment and decision-making skills in dealing with a variety of issues - Able to accurately enter data into a database - This individual should be self-motivated, stress and pressure resistant, as well as a quick learner - Must be willing to continue training in their skill set to maintain knowledge in the latest equipment and technologies in their assigned duties - Have the ability and willingness to work rotational shift, if necessary, including days, evenings, and nights as well as overtime, weekends and holidays as required - Willingness to perform all assigned tasks within their ability - Proficient with Office 365, Excel, ETC - High-speed internet (150-300 mbps. download) is required for this role - Connection must support video meetings, remote system access, consistent productivity, with uninterrupted workflow - Employees must have a quiet, distraction-free workspace suitable for professional phone conversations and to protect customer information - Camera-on participation is required during meetings and trainings, as we operate in a fully virtual environment and rely on video presence for collaboration, engagement, and team connection - The workspace must be able to accommodate multiple screens and provide an ergonomic setup that supports productivity - To maintain business continuity, employees are expected to have a backup plan for connectivity disruptions, including access to an alternate location (such as a co-working space, library, or other reliable environment) in case of home internet or power loss - The employee is regularly required to sit for extended periods; enter information into a computer via keyboard; talk and hear; vision abilities sufficient to view a computer monitor Benefits - Health, vision, and dental insurance - Flexible spending accounts - Health savings accounts - Retirement savings plans - Life and disability insurance programs - Paid and unpaid time away from work Company Overview - Cushman & Wakefield is a real estate services firm that offers retail investment, energy management, and property services. It was founded in 1917, and is headquartered in Chicago, Illinois, USA, with a workforce of 10001+ employees. Its website is https://www.cushmanwakefield.com.