SENIOR CUSTOMER SERVICE ASSISTANT (FULL TIME)

ESFM® USA; Charlotte (NC); Hybrid; USD 39,000 - 41,000; Full time

Benefits offered by this job

Retirement Plan

Associate Shopping Program

Health and Wellness Programs

Discount Marketplace

Identity Theft Protection

Pet Insurance

Voluntary Benefits

Critical Illness Insurance

Accident Insurance

Hospital Indemnity Insurance

Legal Services

Choice Auto and Home Program

Medical

Dental

Vision

Life Insurance/AD

Disability Insurance

Commuter Benefits

Flexible Spending Accounts (FSAs)

Employee Assistance Program

Job summary

ESFM USA is seeking a Senior Customer Service Assistant for a full-time, hybrid role in Charlotte, NC. The position supports call-center based customer service and work order management for staff and clients, with on-site duties Monday through Thursday and remote work on Fridays.

The ideal candidate has 2–3 years in customer service or facilities management, and experience with CMMS/work order systems is preferred.

Qualifications

• Minimum 2–3 years of experience in customer service, facilities management, or service coordination environments.
• Experience using CMMS or work order management systems preferred.

Responsibilities

• Serve as a customer service representative in a call center and provide work order management support.
• Lead training and onboarding of new hires and coach existing employees.
• Provide analytics, reporting, and operational insights as needed.
• Support invoices and verify charges against completed work and approved scope.
• Answer customer inquiries via phone and email and promote service requests.

Skills

Customer service experience

Facilities management

Service coordination

CMMS experience

Tools

CMMS

Job description

We have an opening for a full time SENIOR CUSTOMER SERVICE ASSISTANT position.

Location: KES - 2400 Yorkmont Road Charlotte, NC 28217 Note: online applications accepted only.

Schedule: Full time schedule; Monday - Thursday (on site) & Friday (remote). More details upon interview!

Requirement: Minimum 2–3 years of experience in customer service, facilities management, or service coordination environments. Experience using CMMS or work order management systems preferred

Fixed Pay Rate: $28.00 per hour

ESFM is the corporate Integrated Facilities Management (IFM) division of Compass Group USA and a Keystone member of the International WELL Building Institute (IWBI).

Rooted in hospitality, ESFM elevates the workplace experience as the single source of innovative FM solutions that ensure a safe, healthy, and sustainable environment. ESFM’s clients include many household names from Life Science, Technology, Oil & Gas and Manufacturing markets.

ESFM self-performs 80% of all IFM solutions provided to clients. Their portfolio of service categories includes Environment, Health & Safety, Facilities Maintenance & Engineering, Sustainability, Janitorial & Industrial Cleaning, Laboratory Support and Workplace solutions. This self-performance model creates a consistent hospitality experience for clients, resulting in higher engagement and productivity from their employees.

In 2020, ESFM (formerly Eurest Services) won the George Graves Award for Facility Management Achievement from the International Facilities Management Association (IFMA).

Job Summary

Serves as a customer service representative in a call center and provides work order management support for staff/customers.

Essential Duties and Responsibilities

• Vendor Escalation Support: Serve as the first point of escalation for vendor-related concerns and service issues, working to resolve matters at the Sr. CSR level before escalating to the Customer Service Manager (CSM).
• Training & Development: Lead the training and onboarding of new hires while providing continuous coaching, refresher training, and process guidance to existing employees to promote consistency and adherence to established procedures.
• Analytics & Reporting: Provide analytics, reporting, and operational insights as business needs or specific situations require. Identify trends, performance gaps, and opportunities for process improvement.
• Invoice & Financial Support: Provide additional financial and invoice support, including invoice verification, reviewing documentation for accuracy, validating charges against completed work and approved scope, and helping address discrepancies before invoices are processed.
• Team Support & Process Compliance: Act as a resource for the CSR team by answering process-related questions, reinforcing established procedures, and supporting consistent execution of service and operational expectations.
• Answers the telephone, responds to customer emails and provides general assistance to customers.
• Reviews and promotes service requests submitted by customers.
• Provides clerical support; maintains files and records.
• Prepares routine correspondence, forms and other documents.
• Collects, verifies, retrieves and enters data.
• Operates standard office equipment.
• Completes project assignments.
• Assists in the preparation and proofing of materials for reports and other publications.
• Interacts effectively with staff, students and faculty while conducting daily workplace duties.
• Communicates with customers to complete work in a cost-effective, efficient and safe manner.
• Maintains a clean and safe work environment.
• Performs other duties as assigned.

Associates At ESFM Are Offered Many Fantastic Benefits

Full-time and part-time positions offer the following benefits to associates:

• Retirement Plan
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Voluntary Benefits
• Critical Illness Insurance
• Accident Insurance
• Hospital Indemnity Insurance
• Legal Services
• Choice Auto and Home Program

Full-time positions also offer the following benefits to associates:

• Medical
• Dental
• Vision
• Life Insurance/AD
• Disability Insurance
• Commuter Benefits

  Employee Assistance Program

• Flexible Spending Accounts (FSAs)

About Compass Group

Achieving leadership in the foodservice and facility management industry

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity.

Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/

Applications are accepted on an ongoing basis.

ESFM maintains a drug-free workplace.