Customer Service Representative

Job Title:- Facilities Management Dispatcher/Customer Service

Location:- New York, NY 10065

Job Summary:

Under the direction of the Manager, Facilities Administrative Services, is the central contact/communication person for Facilities Management during the day, evening, and weekend shift. Assists with database management, such as verifying completed work and properly closing out work orders.

Emergency Phone Dispatch/Customer Service:

• Covers the Facilities Management emergency phone line from 8 am through 4 pm; 4 pm to 12 midnight during the week, and 8 am to 4 pm on weekends in the Plant Operations Office.
• Serves as the second point of contact for all emergency situations throughout the entire Center campus.
• Responsible for correctly evaluating the problem, entering pertinent information (i.e., emergency type; building; floor/room; requester's name and extension) into the work order database system.
• Prioritizes the importance of each request; contacts the appropriate Facilities personnel to resolve the problem and sends the work order to the appropriate trade for resolution.
• Interacts with customers in a helpful, professional manner throughout the process to foster a positive image of the Facilities Management Division – effectively meeting all customer service needs.
• Assists with database management, such as verifying completed work and properly closing out work orders.

Communication/Customer Service:

• Greets, screens, and assists all visitors and handles all incoming telephone calls for the Plant Operations Department by taking complete and accurate detailed messages.
• Assists management with the satisfactory resolution of all completed work requests.

Professional Development:

• Maintains and improves writing and general communication skills, as they are essential in a role that interacts with the Plant Operations Supervisors, Operation Managers, and General Manager of Plant Operations.
• Must work easily with others.
• Attends divisional meetings to remain apprised of policy and procedural changes; participates in training programs as requested.

Required Skills & Experience:

• Excellent communication skills to handle an intense volume of telephone calls from customers with urgent problems.
• Ability to exercise judgment and discretion, and to interact effectively with irate or apprehensive customers.
• Ability to utilize work order entry system and applications such as Microsoft Word, electronic mail, and the intranet paging system.
• Ability to operate standard office equipment (i.e., copier and fax machine).