JOB SUMMARY
The purpose of this position is to provide information in response to inquiries about products and services and to handle and resolve complaints.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide customer service by answering incoming service requests via phone, chat, email, and online requests from all business units on facility-related issues.
- Generate and dispatch service request work orders for completion by vendors. Schedule conference rooms and audio-visual equipment.
- Respond to customer inquiries and concerns. Follow up with customers to ensure satisfaction.
- Update the Computer Maintenance Management System (CMMS), customer service database, and spreadsheets with updated service information as needed.
- Contact customers for additional information and communicate the steps in the work order process.
- Run, review, and distribute various customer service reports as necessary.
- May generate and dispatch additional service request work orders for vendors.
- Assist with training new hires and temporary employees on CMMS, customer service database, email, Live Chat, and Call Center procedures.
- Provide informal assistance such as technical guidance and training to co-workers.
- Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES
None
