Remote Facility Service Support Specialist

Aston Carter; United States; Remote; USD 23,000 - 32,000; Full time

Job summary

Aston Carter is seeking a dedicated Customer Service Support Specialist to provide exceptional inbound service by phone and email for facility services. You will handle inquiries, dispatch, and documentation while promoting positive relationships with customers and coordinating with internal teams.

Ideal candidates have a high school diploma, experience in maintenance-related environments, and strong CMMS and Excel skills.

Qualifications

• High School diploma or equivalency.
• Experience in a maintenance environment with an understanding of its functions.
• Fluency in speaking, reading, and writing English.
• Customer service experience in a contract service industry.
• Strong computer and verbal communication skills, including experience with CMMS and web-based management systems.
• Pleasant, personable, and patient disposition.
• Excellent organizational skills.
• Ability to remain calm and courteous when handling difficult calls and requests.
• Sound judgment and decision-making skills in dealing with a variety of issues.
• Ability to accurately enter data into a database.
• Self-motivated, stress and pressure resistant, and a quick learner.
• Willingness to continue training in skill set and maintain knowledge in the latest equipment and technologies.
• Ability and willingness to work rotational shifts, including days, evenings, nights, overtime, weekends, and holidays as required.
• Proficient with Office 365, Excel, etc.

Responsibilities

• Answer telephone inquiries related to day-to-day building maintenance issues, dispatching appropriate personnel or redirecting calls as necessary.
• Receive and create work order requests via telephone or email, determining the correct trade skill set, priority, location, requestor, and contact information.
• Utilize multiple CMMS systems to distribute, coordinate, track, and monitor requests.
• Contact customers to gather data omitted on work orders and follow up to determine customer satisfaction.
• Maintain ongoing contact with internal clients to ensure follow-through on requests, work order updates, and completion.
• Provide daily transitions to team and management, including unresolved issues, main events, and quality programs.
• Track and assist in resolving customer issues and follow-up.
• Conduct random completed work order surveys to provide management with customer satisfaction reports.
• Uphold professionalism, positive corporate image, and enthusiasm when dealing with customers.
• Work in a team environment, communicate with other agents, develop computer skills, and promote a positive work ethic.
• Perform other duties as assigned by leadership.

Skills

Customer service

Verbal communication

Organizational skills

Office 365

Excel

CMMS

Education

High School diploma or equivalent

Tools

CMMS

Job description

Aston Carter is seeking a dedicated Customer Service Support Specialist to provide exceptional inbound service by phone and email for facility services. You will handle inquiries, dispatch, and documentation while promoting positive relationships with customers and coordinating with internal teams.

Ideal candidates have a high school diploma, experience in maintenance-related environments, and strong CMMS and Excel skills.