Customer Service Representative

Summary: Cushman & Wakefield is a leading global real estate services firm, and they are seeking a Customer Service Representative to provide inbound phone and email support to customers. The role involves handling customer inquiries, creating work orders, and maintaining positive customer relationships. Responsibilities: - Answers telephone inquiries for the day to day building maintenance issues, following standards, dispatch appropriate personnel as required, or redirect calls as necessary - Receives all work order requests via telephone or email and creates work order, determining description, correct trade skill set, priority, location, requestor and contact information - Utilizes multiple CMMS systems to distribute, coordinate, track and monitor requests Contacts customers to ascertain data omitted on work orders and follow up to determine customer satisfaction - Maintains ongoing contact with Internal Clients to ensure follow through on requests (work order updates, completion, etc.) - Has general knowledge of facilities, technician capabilities, and knowledge of equipment used - Provides daily transitions to team and Management to include unresolved issues, main events and quality programs Tracks and assists in resolution of customer issues and follow-up - May be asked to perform random completed WO surveys to provide management with customer satisfaction report - Follows the utmost professionalism, positive corporate image, and enthusiasm when dealing with customer - Must be able to work in a team environment, communicate with other agents, develop computer skills, and promote a positive work ethic - Other duties assigned by Supervisor or Senior Leadership Required Qualifications: - High School diploma or equivalency - Experience in a maintenance environment and has an understanding of how it functions - Ability to speak, read, and write English fluently - Customer service experience in a contract service industry - Strong computer and verbal communication skills, including experience with a CMMS and Web-based Management Systems - Pleasant and personable and patient disposition - Excellent organizational skills - Ability to remain calm and courteous when handling difficult calls and requests - Ability to apply sound judgment and decision-making skills in dealing with a variety of issues - Able to accurately enter data into a database - This individual should be self-motivated, stress and pressure resistant, as well as a quick learner - Must be willing to continue training in their skill set to maintain knowledge in the latest equipment and technologies in their assigned duties - Have the ability and willingness to work rotational shift, if necessary, including days, evenings, and nights as well as overtime, weekends and holidays as required - Willingness to perform all assigned tasks within their ability - Proficient with Office 365, Excel, ETC - High-speed internet (150-300 mbps. download) is required for this role - Connection must support video meetings, remote system access, consistent productivity, with uninterrupted workflow - Employees must have a quiet, distraction-free workspace suitable for professional phone conversations and to protect customer information - Camera-on participation is required during meetings and trainings, as we operate in a fully virtual environment and rely on video presence for collaboration, engagement, and team connection - The workspace must be able to accommodate multiple screens and provide an ergonomic setup that supports productivity - To maintain business continuity, employees are expected to have a backup plan for connectivity disruptions, including access to an alternate location (such as a co-working space, library, or other reliable environment) in case of home internet or power loss Required Skills: Customer service, Maintenance environment knowledge, CMMS, Web-based Management Systems, Data entry, Office 365, Excel, Patience, Stress resistance, English language proficiency, Decision-making Benefits: Health, vision, and dental insurance, Flexible spending accounts, Health savings accounts, Retirement savings plans, Life, and disability insurance programs, Paid and unpaid time away from work