Customer Service Representative I

Customer Service Representative I

Job Title: Customer Service Representative I

Location: Fort Worth, TX (Onsite)

Duration: 24 months

Position Purpose: This position is part of the Facilities Service Center (FSC) and provides customer support to the global switchboard operation as well as the Facilities customer service work order request operation. This position would also assist with conducting customer service surveys to members of the Fort Worth campus regarding Facilities service requests as well as site services. This position plays an essential role in the customer service interface process as well as providing support for campus events and activities related to Facilities and site services.

Major Accountabilities:

• Monitor global switchboard line from 8am-5pm Monday Friday
• Answer inbound calls into the Facilities Service Center as well as the service request (work order) lines
• Provide callers accurate and up to date information
• Transfer calls in a timely and accurate manner
• Assist in researching and updating FSC reference materials
• Track daily call metrics, work orders and surveys
• Assist with training new team members
• Provide support to the Facilities event coordinator and work order coordinator when needed

Job Requirements:

• Strong phone and verbal communication skills along with active listening skills
• 3 or more years of call center support experience preferred
• Proficiency with basic computer skills and software such as Microsoft Outlook, Office, Word, Excel and Teams and ability to navigate various software platforms
• Strong time management and decision-making skills as well as attention to detail
• Ability to multi-task and handle stressful situations and callers appropriately
• Must possess positive attitude and work well in a team setting as well as a structured environment
• Proficient in problem-solving and conflict resolution skills
• Punctuality is essential
• Able to handle high call volumes with a variety of customer requests or issues
• Ability to support multiple areas of a group operation

Background:

• High School diploma or equivalent
• 3+ years' experience in a call center and with data entry