[Remote] Customer Service Support - Remote

Note: The job is a remote job and is open to candidates in USA. On-Board Services is hiring a Customer Service Support representative for a full-time, remote call center role. The representative handles customer interactions and inquiries related to facilities, city services, water, and sanitation; coordinates work orders and escalations; and communicates with vendors and client employees.

Responsibilities

• Respond to alarms, answer phones, emails, and chats professionally; provide services related to facilities, cities, water, and sanitation issues
• Research required information using all available resources
• Handle and resolve customer complaints, process orders, forms, and applications
• Identify and escalate priority issues, route calls to appropriate resources
• Follow up on customer calls, including callbacks to appropriate parties
• Complete call reports and maintain minimum acceptable department standards and goals for attendance and productivity
• May work outbound call campaigns for specific utility clients or serve as a dedicated agent for a specific client
• Coordinate responses between vendors and customers; work with internal and external vendors
• Enter, dispatch, and complete customer work orders via various software systems; escalate issues as needed
• Record audio announcements for clients to update callers on statuses
• Utilize translation services when necessary
• Make outbound calls and follow up on unresolved inquiries using escalation steps
• Recognize and document trends in customer calls, alert Account Lead or managers of potential issues
• Notify technical support of system issues; escalate work stoppages as priorities
• Complete required training within expected timeframes
• Adhere to Support Center guidelines, including scheduled breaks and lunches
• May be asked-required to work overtime as needed depending on technical, staffing or client related issues
• Perform additional duties and projects assigned by the supervisor

Skills

• Strong verbal and written communication skills; clear, pleasant speaking voice
• Listening skills; ability to navigate multiple databases (5–7)
• Basic to intermediate computer skills (Outlook, Word, Excel)
• Problem analysis and problem-solving; customer service orientation
• Organizational skills; attention to detail; initiative and judgment
• Adaptability, teamwork, professionalism, and courtesy
• Stress tolerance and resilience; Maturity and professionalism to work unsupervised in a virtual environment
• Basic computer troubleshooting
• High school diploma or GED required
• Two to four years of call center/customer service experience or equivalent combination of education and experience
• Ability to listen and input data simultaneously
• MS Office Applications
• Internet software (e.g., Vonage Telephony phone system)
• Database software (e.g., Salesforce)
• CMMS or equivalent program (e.g., Maintenance Connections)
• Prefer some college coursework or training beyond high school
• Knowledge of facilities maintenance, utilities, city services, and water/wastewater management is a plus

Benefits

• 401(k)
• Dental insurance
• Life insurance
• Medical insurance
• Vision insurance
• Full-time work-from-home position

Company Overview