Customer Service Representative

3 weeks ago
ID
75546
# of Openings
1
Recruiter
Andrew McAlpine
Category
Administrative
Recruiter Email
amcalpine@gogtech.com
US-MI-Auburn Hills

Responsibilities

Perform customer service functions: create and route tenant work requests, act as primary contact for customer interactions, and facilitate customer follow-up on open issues. Provide support services to Maintenance, Housekeeping, and Material Services operations.

 

Work Schedule: Monday through Thursday, 6:30 a.m. to 5:00 p.m. with a 30 minute lunch. There will be occasional overtime needed.

 

Major Duties

  • Answer calls from building tenants and gather/assemble information needed to correct problem building issues or problems with tenant equipment – including engineering R&D equipment and test equipment in the first floor shops and labs.
  • Maintain written log of all work request calls.
  • Enter data into our internal computer based work management system (WMS).
  • Process work requests from the on-line WMS work request system.
  • Identify and assign appropriate engineer/planner, supervisor, and skilled trades personnel to all work requests.
  • Route work orders to CTC Facility Management personnel.
  • Identify and print area locator maps as required for WMS jobs issued to skilled trades.
  • Provide priority notification to area manager, general supervisor, or department manager on executive and level 1 work orders.
  • Provide tenants with instructions for accessing the on-line WMS system for creating work requests or obtaining work request status.
  • Assist tenants with follow-up questions and status reports on open requests.
  • Perform quality and completeness audit on DIN jobs (Do It Now – emergency work orders).
  • Follow escalation process for unresolved building or equipment issues.
  • Ensure creation of a work order for all requests within 24 hours.
  • Work with WMS support team to update system routing tables.

 

Support Services

  • Prepare weekly reports for Material Services.
  • Distribution of weekly past due order report to material suppliers and follow-up with suppliers.
  • Prepare customer service activity reports.
  • Special reports as needed for maintenance and housekeeping managers.
  • Review requested process changes with appropriate facility management personnel and publish process changes.

Qualifications

  • High School Diploma with a minimum of 2 years’ experience in call center/facility administration to support facility management, building maintenance, and housekeeping operations.
  • Must have proficient computer skills - Microsoft Office and Outlook preferred.
  • Database experience helpful.
  • Strong interpersonal/people skills are needed.
  • Experience interacting with skilled trades, housekeeping and union personnel preferred, as well as Executive Management.

Overview

G-TECH Services, Inc. is a leading certified recruitment and placement firm that specializes in providing highly skilled staff in technical fields such as engineering, IT, procurement, finance and accounting. We have well-established relationships with some of the most respected companies in the country and know our clients’ job requirements and corporate cultures. Once we understand your experience and career aspirations, we aim to connect you with the right opportunity.

At G-TECH, we embrace a personalized approach to professional staffing, recognizing the important link between employee and employer satisfaction. We work tirelessly to connect qualified job seekers with positions that align with their career goals, skillsets and personalities. Upon placement, we support our employees throughout the duration of their assignments, providing them with a direct point of contact who serves as a dedicated advocate and sounding board. As our employees can attest, this approach is consistently effective in bettering the contract employment experience.

At G-TECH, our mission is simple: we are dedicated to connecting great people with great places to work.

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