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