Circles is looking for a Facilities Customer Service Professional to serve as the primary point of contact for facilities-related inquiries. You will manage inbound calls and emails from employees, technicians, and vendors, assess the nature of each request, and dispatch work orders to the correct party for resolution using our facilities case management system.
What You'll Do
- Respond to routine inquiries via inbound phone calls.
- Assess the nature of each contact and determine the most appropriate party to handle it.
- Process incoming facilities work order requests through telephone and email, handling items like office moves, plumbing issues, or light bulb changes.
- Ask probing questions to understand and troubleshoot the root cause of problems.
- Dispatch work orders via telephone or email to the appropriate contact.
- Set appropriate turn-around time expectations with clients based on priority codes.
- Ensure all reports are accurate and filed in a timely manner.
- Select priorities and organize your work to meet them.
- Proactively identify work order trends and communicate them to the Team Coordinator and Program Lead.
- Follow approved policies and procedures.
- Resolve shift concerns and tasks with the Team Coordinator, Program Lead, and co-workers.
- Achieve the goal of handling an average of 45 requests per day.
- Support team achievement of service level goals.
- Adhere to scheduled shifts, including guidelines for arrivals, departures, and absences.
- Adhere to efficiency and accuracy standards.
- Support phone volume in the range of 70-100 phone interactions per shift.
- Master Circles/Sodexo systems and the knowledge matrix to support multiple accounts.
What We're Looking For
- Demonstrated customer service skills.
- A high school diploma is required.
- Extensive computer use with experience in Microsoft Office products and inputting substantial amounts of data.
- Excellent listening and telephone skills.
- Excellent professional communication and interfacing with customers and co-workers.
- Ability to manage multiple tasks simultaneously.
Nice to Have
- Call center experience preferred (inbound).
- Switchboard or Helpdesk experience is a plus.
Technical Stack
- Microsoft Office products
- Circles/Sodexo systems
Team & Environment
You will report to a Team Coordinator and Program Lead.
Benefits & Compensation
- Compensation: $17.00 per hour
- 401k with company match.
- Generous PTO policy – accrue up to 7.5 days during your first year.
- Paid holidays.
- One paid day off per year to volunteer.
- Access to discount programs.
- Two-week paid sabbatical every five years.
- Access to an Employee Assistance Program.
- Access to Employee Benefit Resource Groups that provide ongoing learning and mentorship opportunities.
Work Mode
This is a remote position open to candidates residing in Arizona, Florida, Georgia, Kentucky, Massachusetts, Maryland, Minnesota, North Carolina, New Hampshire, New Jersey, Rhode Island, Texas, Utah, and Virginia.
Circles cultivates an inclusive culture that encourages self-expression and individuality. We create space for open communication, respect, and professional development, empowering employees to pursue their career goals. We prioritize employee wellbeing so our consumers experience that same level of care.
