Customer Service Representative

ISP Relations Associate

Bonita Springs, FL

Monday to Friday from 8AM to 5PM ET

Build relationships. Solve problems. Keep our service network moving.

If you're a strong communicator who enjoys building relationships, solving problems, and keeping things organized in a fast-moving environment, this could be a great fit.

Who We Are

NEST is a pioneer in the Integrated Facilities Management (IFM) industry. Since 1994, we've partnered with multi-site organizations to deliver real cost savings through industry-leading technology, operational excellence, and a deep understanding of our clients' brand standards.

We believe great service starts with great people-and strong partnerships with the service providers who help us deliver for our clients.

What You'll Do

As an ISP Relations Associate, you'll work directly with NEST's network of Independent Service Providers (ISPs), helping maintain strong coverage, successful work orders, and positive provider relationships across the country.

Depending on your area of focus, you may support coverage sourcing, provider relations, or our ISP contact center.

• Communicate with new and existing service providers by phone, email, text, and instant message
• Help identify service coverage needs and recruit new providers in markets throughout the U.S.
• Onboard new ISPs and educate them on NEST requirements, contracts, insurance, and processes
• Negotiate service provider pricing while supporting company profitability
• Respond to incoming ISP questions and requests, including scheduling, NTE increases, work orders, and service information
• Build and maintain positive working relationships with NEST's service provider network
• Help ensure ISPs remain compliant with required insurance, contracts, IVR, and Service Provider Portal policies
• Coordinate recurring and prescheduled services and follow up to ensure work is completed
• Update work orders and maintain clear, detailed notes so providers, clients, and internal teams stay informed
• Assist providers with work orders, payment-status questions, and NEST processes
• Troubleshoot basic provider issues and escalate more complex situations when needed
• Prioritize work based on urgency while managing calls, messages, work orders, and follow-ups
• Support teammates during high-volume periods and jump in wherever needed

You'll also play an important role in maintaining service quality, meeting departmental KPIs, and making sure both our providers and clients receive responsive, professional support.

Relationships matter here-and you'll be one of the people helping keep them strong.

Who Thrives in This Role

• People who genuinely enjoy talking with and helping others
• Strong communicators who are comfortable on the phone and in email
• Organized multitaskers who can manage several priorities without losing the details
• Problem-solvers who ask questions and work toward practical solutions
• Team players who are comfortable collaborating with different departments
• People who can stay professional and positive during challenging conversations
• Detail-oriented individuals who understand the importance of accurate notes and follow-through

The role requires strong communication, listening, decision-making, customer service, and workload-management skills.

Requirements:

• High school diploma or GED
• 1-2 years of customer service experience or experience in a similar position
• Strong phone, written, and verbal communication skills
• Comfortable learning and working in multiple computer systems
• Intermediate knowledge of Microsoft Outlook and Excel
• Proficient knowledge of Microsoft Word
• Ability to stay organized, prioritize work, and solve problems in a fast-paced environment

Pay & Perks

• Starting at $20/hr
• Bonus opportunities
• 40 hours Vacation 32 hours Personal (Year 1)
• 40 hours Paid Sick Time
• 6 Paid Holidays
• Medical plans - NEST helps cover the cost
• 401(k) with company match
• Employer-paid life insurance ($15,000)
• Employee Assistance Program (EAP)
• Optional Dental, Vision, Pet Insurance, Legal & Identity Protection
• Company-sponsored engagement & philanthropic events

Our Values

• Innovation: Delivering real cost-saving strategies through technology and operational excellence
• Helping: Supporting our clients, communities, service providers, and employees
• Together: Building trusted partnerships through respect, teamwork, and exceptional service

Equal Opportunity Employer

NEST is proud to be an Equal Opportunity and Equal Pay Employer. We are committed to creating an inclusive workplace and provide reasonable accommodations for qualified individuals with disabilities.

Pre-Employment Requirements

Before officially joining NEST, candidates must successfully complete:

• A pre-employment skills assessment
• Background check
• Drug screening

If you're a relationship-builder, problem-solver, and team player who likes keeping things moving-we'd love to hear from you.

Apply today. We're excited to meet you.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.