Customer Service Representative

Job Details

LocationAuburn Hills, MI, United States of America
Job TypeContract Full-Time
PositionOffice/HRA

Job Description

EDUCATION:

  • High School Diploma

 

BASIC SKILLS:

  • Minimum of two years’ experience in facility administration, call center, customer service, facility management, building maintenance, or housekeeping operations
  • Must have proficient computer skills - experienced users of Microsoft Office and Outlook preferred
  • Database experience helpful
  • Strong interpersonal/people skills are needed
  • Experience working with skilled trades, housekeeping, or union personnel preferred, as well as Executive Management
  • Hours 6:30 AM - 3:30 PM

 

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
  • 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 WCM 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
  • 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

 

MEDA offers an excellent referral bonus.  Great candidates know great candidates.

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