Duties
- Manage third-party systems for national accounts as assigned, creating work orders, and updating statuses
- Run daily open work order reports for assigned accounts and answer any customer inquiries, follow up on open work orders, and communicate updates found to Team Lead-Customer Support Specialist III
- Responsible for monitoring and responding to Facility Maintenance Inbox
- Answer inbound phone calls during high volume times
- Enter work orders in Clark Service Group’s proprietary software system, following each respective customer’s preference and account settings
- Complete daily quote follow-up assigned by Contact Center Manager
- Communicate effectively with internal and external teams to ensure accurate and timely expedition of customer requests
- Effectively manage general customer concerns in a professional manner, escalating more complex issues as needed
- Develop and maintain a high standard of proactive communication for assigned customer accounts
- Perform customer satisfaction surveys and follow-ups for key customer
- accounts as assigned by the Contact Center Manager
- Grow assigned customer accounts by fostering strong, team-based relationships and establishing trust
- Perform other duties as assigned.
- Promote positive work environment and company culture.
Qualifications
- High School Diploma or GED.
- 2-3 years’ experience in a fast-paced call center (preferred).
- Working knowledge of third-party software systems frequently used by businesses in the hospitality industry, such as Corrigo, Ecotrak, and Service Channel.
- Excellent written and verbal communication skills.
- Positive solution-oriented individual.
- Ability to multi-task.
- Decisiveness and strong attention to detail.
- Excellent organizational and problem-solving ability.
- Availity to work occasional weekend on-call shifts.
- Experience working in a food service establishment (waitstaff, general manager, sous-chef, etc.)(preferred).
Physical Requirements
- Able to sit or stand for extended periods of time in front of a computer.
- Able to work overtime as needed to perform job duties.
- Able to verbally speak on the phone.
- Able to handle high stress situations.