Customer Service Representative III

Summary
The Customer Service Representative acts as a liaison between our clients and our network of vendors by managing all our clients' repair and maintenance needs within our technology platform, One by SMS Assist. This role communicates predominantly on the phone and electronically with clients and vendors to ensure all maintenance services are completed in an effective and efficient manner.
Responsibilities

• Develop and maintain positive client relations required to ensure superior client satisfaction
• Receive and handle customer calls and email requests for services
• Manage real-time inquires while keeping track of and responding to commitments
• Manage the scheduling and completion of all services assigned by customers
• Act as second level escalation point for level I CSR's
• Escalate all disputes or un-satisfied service confirmations in a timely manner
• Remain on the queue and address all requests and customer questions
• Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
• Enter information into our database and ensure consistency and accuracy
• Demonstrate professionalism in communication, relationship development, customer service, etc.
• Assist in training team members and provides constructive feedback as necessary
• Shift flexibility may be required
• Foster a positive team environment
• Ensure confidentiality and accuracy of internal and external data
• Perform ad-hoc projects and other duties as assigned

Professional Skills
An individual fully established in this role always demonstrates the following skills:

• Customer Service - ADVANCED
• Verbal Communication - ADVANCED
• Written Communication - PROFICIENT
• Teamwork - ADVANCED
• Relationships - PROFICIENT
• Organizational Awareness - PROFICIENT
• Learning Agility - PROFICIENT
• Problem Solving - ADVANCED
• Process Orientation - ADVANCED
• Prioritization - ADVANCED

Role Specific Skills

• Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook essential

Qualifications
Minimum Qualifications

• High school diploma required
• 3-4 years of customer service experience preferred
• Basic troubleshooting knowledge and ability to articulate
• Ability to communicate industry language

Other Relevant Qualifications

• Undergraduate degree / internship preferred
• Intellectual agility and adaptability
• Property maintenance experience
• Trades knowledge

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.
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