What are the responsibilities and job description for the Harvard Maintenance 1600 position at Inktel Contact Center Solutions?
Key Responsibilities
- Manage inbound calls, emails, and system tickets from corporate accounts, branches, and internal teams.
- Create, process, and close work orders using the systems (CleanTelligent, CorrigoPro, WinTeam, FM Pilot, etc.).
- Dispatch work orders to appropriate field personnel and follow up to ensure timely completion.
- Execute call-out and escalation procedures for Harvard Protection Services (HPS) and branch-level employee absences.
- Manage Lost & Found reports in coordination with facility teams.
- Ensure data accuracy in all ticket and system entries.
- Meet and maintain established KPIs for response time, work order accuracy, and call handling.
- Provide clear, professional, and empathetic communication with both internal and external clients.
- Collaborate with operations to resolve escalated service issues promptly.
Expected Performance Standards
- Consistent achievement of assigned KPIs and SLA targets.
- Adherence to work schedules and punctuality requirements.
- Accurate and timely entry of work order data.
- Strict compliance with Inktel policies, including data confidentiality.
- Professional demeanor in all client and team interactions.
Main Requirements
Education:
- High school diploma or equivalent; college degree preferred.
Experience:
- 1–2 years of customer service or contact center experience, preferably in facilities management or service dispatch.
- Experience handling high-volume work orders and multi-channel communications preferred.
Technical Skills:
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
- Ability to learn new ticketing and CRM systems quickly.
- Comfortable working across multiple systems simultaneously.
Core Competencies:
- Strong communication skills, both verbal and written.
- Exceptional attention to detail and accuracy in data entry.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Customer-first mindset with problem-solving skills.
- Team-oriented, adaptable, and proactive.
- Resilience under pressure and ability to manage stressful situations.