Customer Service Specialist
 JLL | |
 United States, Pennsylvania, Malvern | |
 Nov 19, 2024 | |
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Standard REQ
Job Responsibilities Key Elements and Essential Tasks * Answer telephones providing "Best in Class" service. * Produce clear and professional email correspondences to our client and facilities management. * Dispatch and generate work orders as appropriate. Research required information using available resources. * Identify and escalate priority issues. * Identify areas of opportunity and utilize skill/knowledge to suggest improvements. * Triage and route calls to appropriate resources * Complete all assigned callbacks. * Monitor telephony queue time data to maximize productivity. * Provide accurate, timely client work orders which result in highly satisfied customers. * Adhere to the business unit specified client-driven standards. * Complete data entry using multiple work request applications. * Maintain individual productivity and quality statistics/performance metrics. * Strong organizational and management skills * Ability to multi-task and work both in a team and independently * Ability to function effectively in a dynamic work environment. * Excellent interpersonal skills; strong emphasis on customer service * Excellent business writing and verbal communications * Strong analytical ability * Detail-oriented * Respond immediately to emergency situations and provide support to remedy the issue. * All other duties as assigned. MINIMUM REQUIRED * High School diploma or GED equivalent. * 1-3 years' experience supporting a call center. * Excellent written and verbal communication skills * Working knowledge of computer applications including Word and Excel * Excellent written and verbal communication skills. * Time management, multi-tasking, and organization skills with strong attention to detail. * Self-starter and must be able to work in a fast paced, high-volume environment. ADDITIONAL ELIGIBILITY QUALIFICATIONS * Facility Call Center Environment a plus * Basic Computing Skills in Outlook, Excel & Word WORK ENVIRONMENT This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Some travel among campus may be required. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. -Ability to speak clearly so others can understand you -Ability to read and understand information presented orally and in writing -Ability to type quickly to process work orders effectively - Ability to work long shifts (occasionally over 8 hours) - Ability to sit for a prolong period. | |