SENIOR CUSTOMER SERVICE ASSISTANT (FULL TIME)

Canteen; United States; Hybrid; USD 58,000 - 60,000; 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)

Accident Insurance

Hospital Indemnity Insurance

Legal Services

Choice Auto and Home Program

Job summary

ESFM is seeking a Senior Customer Service Assistant for a full-time role in the United States, with on-site hours Monday through Thursday and remote on Fridays. Located in Charlotte, NC, the position involves providing customer service in a call center and supporting work order management for staff and customers.

The role requires 2–3 years of experience in customer service or related fields and familiarity with CMMS/work order systems.

Qualifications

• 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 point of escalation for vendor-related concerns and service issues.
• Lead training and onboarding of new hires with coaching for existing staff.
• Provide analytics, reporting, and operation insights as needed.
• Invoice verification and financial support for accuracy and discrepancies.
• Answer telephone and emails; provide general customer assistance.
• Review and promote service requests submitted by customers.
• Maintain files and records; prepare routine correspondence and documents.

Skills

Customer service

Facilities management

Service coordination

CMMS

Tools

CMMS

Job description

Remote

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) and 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

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, including Critical Illness Insurance
• Accident Insurance
• Hospital Indemnity Insurance
• Legal Services
• Choice Auto and Home Program