We specialize in providing non-core, mission critical facilities maintenance and management services to large organizations with geographically dispersed properties in various industries such as retail, restaurants, banking, telecommunications, and others with multi-location business operations.
The Customer Service Representative is a key contributor in the execution of USM’s customer commitments. This position is responsible for managing a customer’s book of business with USM. Responsibilities include developing and maintaining supplier relationships and communications, creating appropriate work orders, managing issues for both suppliers and customers, and overall ensuring customer satisfaction with both suppliers and customers. This position works in partnership with the Service Delivery team, as well as other teams in the organization to ensure all service-related issues are addressed in a timely manner based on the requirements of the customers and suppliers. There is a significant responsibility directly impacting business profitability.
| Manages supplier’s book of business by creating appropriate work orders or issues for both suppliers and customers using USM’s work order system (NAS). |
Analyzes and assesses supplier compliance and success rate within USM standards and policies by generating reports out of the work order management system. Utilize supplier score card to coach suppliers on how to increase supplier success |
Develops and maintains supplier relationships and communications. Ensures USM’s commitment to suppliers and customers are being met. |
Manages recurring services and their status’ as well as all additional customer requests (leveraged work and on demand services). |
Any other duties as requested by management. |
Education (HS Diploma, Under/Graduate Degree, etc.) | BA/BS from an accredited college or university or equivalent in education and work experience. |
Business Experience (prior years’ work/related experience) | Minimum 2-3 years experience working in a high volume, fast paced customer service role. |
Licenses/Certifications |
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Language Skills | Bilingual in Spanish/English (Written and Spoken), preferred. |
Technical Qualifications & Skills | Microsoft Excel & Word. Customer Relationship Management (CRM) experience managing facility service, or similar, work orders. |
Strong written and oral communication skills. |
Strong analytical skills with attention to detail and results oriented work ethic. |
Excellent organizational skills with a demonstrated ability to multitask and execute work with competing priorities. |
Ability to thrive in a changing environment utilizing critical thinking and problem solving skills and adjust priorities to meet deadlines for customers and suppliers. |
Strong ability to build and maintain relationships with both internal and external customers to exceed customer expectations. |
Demonstrates willingness to provide feedback to management on process improvements. |
Professional, friendly demeanor with a customer- oriented attitude. |
Previous experience working with a work order management system a plus. |
Experience in floor care, landscaping/snow removal, building repair and maintenance, or the trades (HVAC, Floor Care, Electrical, Plumbing, and /or Roofing) preferred. |
Work hours for this position are subject to change, ample notice will be provided prior to any schedule changes. |
Follow customer-specific policies and procedures. Handle multiple customers and take responsibility for following procedures. |
Must be able to remain in a stationary position. Constantly operates a computer, copy machine and printer
Must have flexibility and adaptability in work schedule in order to serve a broad base of clients in multiple time zones with locations operations seven days a week. Typical work schedule would be Monday - Friday 8:00 AM - 5:00 PM or 9:00 AM - 6:00 PM
Promotes a positive safety culture by fully complying with all safety policies and procedures, and applicable federal, states and local regulations.
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