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Customer Service Representative – Overnight ID-6024

About Circles Culture:

The Circles culture is an inclusive environment that encourages self-expression and individuality. Creating a space for open communication, respect and job development empowers our employees to pursue their career goals and advance personally and professionally. Circles prioritizes the wellbeing of our employees so that our consumers experience that same level of care.

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Position Overview:
The Facilities Customer Service Professional handles incoming client calls while working with a facilities case management tool. You will handle answering calls and emails related to facilities management from: employees, technicians, and vendors and will assess the nature of the request, document, and dispatch to the proper party for resolution. All these functions are delivered with a high focus on ensuring an optimal customer experience with every interaction.

Schedule:

FRI, SAT, SUN, 10:30pm-7:00am ET (overnight)

Compensation: $17 per hour

Job Duties:

· Responds to routine inquiries via inbound phone calls

· Is required to assess the nature of the call and determine the most appropriate party to handle the call

· Processes incoming facilities work order requests through telephone and email, such as office moves, plumbing problems, light bulb changes, etc.

· Asks probing questions to understand and troubleshoot the root cause of the problem or request and determines the right party to service the work order

· Dispatches the work order through telephone or email to appropriate contact

· Sets appropriate turn-around time expectations with the client based on priority codes

· Ensures that all reports are accurate and filed in a timely manner

· Selects priorities and organizes work to meet priorities

· Proactively identifies work order trends and communicates to the Team Coordinator and Program Lead

· Follows approved policies and procedures

· Resolves shift concerns and/or tasks with the Team Coordinator / Program Lead and co-workers

· Achieve goal of handling 45 requests per day average

· Support team achievement of service level goals

· Adherence to scheduled shifts, keeping within guidelines for arrivals/departures and absences

· Adhering to efficiency and accuracy standards.

· Support phone volume in the range of 70-100 phone interactions per shift.

· Mastery of Circles/Sodexo systems and knowledge matrix to support multiple accounts.

Requirements

· Must be able to demonstrate customer service skills

· High school diploma required

· Call center experience preferred (inbound)

· Extensive use of computer with experience with Microsoft Office products and the input of substantial amounts of data

· Switchboard or Helpdesk experience a plus

· Excellent listening skills and telephone skills

· Excellent professional communication and interfacing with customers and co-workers

· Ability to manage multiple tasks simultaneously

Benefits
• 401k with match
• Generous PTO policy
• Paid holidays
• One paid day off per year to volunteer
• Access to discount programs
• Two-week paid sabbatical every five years
• Access to Employee Benefit Resource Groups that provide ongoing learning and mentorship opportunities

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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