SENIOR CUSTOMER SERVICE ASSISTANT (FULL TIME)

Compass Group USA; Charlotte (NC); Hybrid; USD 36,000 - 41,000; Full time

Benefits offered by this job

Retirement Plan

Health and Wellness Programs

Discount Marketplace

Job summary

ESFM, the corporate Integrated Facilities Management division of Compass Group USA, seeks a Senior Customer Service Assistant in Charlotte, NC. The role covers on-site support Monday-Thursday and remote on Fridays, handling call-center based work order management and customer service duties.

Candidates should have 2–3 years in customer service or facilities management, with CMMS experience preferred. ESFM offers comprehensive benefits and growth opportunities within a global facility management

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 the first escalation point for vendor-related concerns and service issues.
• Lead training and onboarding of new hires with coaching and guidance.
• Provide analytics, reporting, and operational insights as needed.
• Provide financial and invoice support, including verification and discrepancy resolution.
• Support CSR team and reinforce established procedures to ensure compliance.

Skills

Customer service

Facilities management

Service coordination

Tools

CMMS

Job description

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SENIOR CUSTOMER SERVICE ASSISTANT (FULL TIME)

• We have an opening for a full time SENIOR CUSTOMER SERVICE ASSISTANT position.
• Location: KES - 2400 Yorkmont Road Charlotte, NC 28217
• Schedule: Full time schedule; Monday - Thursday (on-site) and Friday (remote). More details upon interview!
• Requirement: Minimum2–3 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

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 thefirst 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 thetraining and onboarding of new hireswhile providing continuous coaching, refresher training, and process guidance to existing employees to promote consistency and adherence to established procedures.
• Analytics & Reporting:Provideanalytics, reporting, and operational insightsas business needs or specific situations require. Identify trends, performance gaps, and opportunities for process improvement.
• Invoice & Financial Support:Provide additionalfinancial 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.
• 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 offerthe following benefits to associates: Retirement Plan,Associate Shopping Program,Health and Wellness Programs,Discount Marketplace,Identity Theft Protection,Pet Insurance,Voluntary Benefits, including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program

Full-time positions also offerthe following benefits to associates: Medical,Dental,Vision,Life Insurance/AD,Disability Insurance,Commuter Benefits,Employee Assistance Program,Flexible Spending Accounts (FSAs)

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.

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.

Applications are accepted on an ongoing basis.

ESFM maintains a drug-free workplace.