Location: all cities,IA, USA
At EMC, you'll put your skills to good use as an important member of our team. You can count on gaining valuable experience while contributing to the company's success. EMC strives to hire and retain the best people by engaging, developing and rewarding employees.
This position is eligible to work a hybrid schedule from the Des Moines metro
Answers incoming switchboard calls for internal and external customers and routes to correct areas within the company to ensure accurate transfer rates. Utilizes best practices for customer service operations. Provides administrative support to Facilities leaders for the on-call schedule to ensure effective communication. Generates reports on internal tracking, guidance, and quality control for maintenance requests and call routing and provides feedback to leader on workflow to support continuous improvement.
Essential Functions:
* Answers incoming switchboard calls for internal and external customers and routes to correct areas within the company to ensure accurate transfer rates
* Utilizes best practices for customer service operations. Deescalates situations with callers to satisfactorily address their concerns with minimal errors
* Proactively provides feedback when processes need to be reviewed for switchboard calls
* Provides administrative support to Facilities leaders for the on-call schedule to ensure effective communication
* Helps maintain physical assets by supporting and/or recommending process and procedure improvement for team and vendors. Uses internal platforms to distribute feedback as needed and makes recommendations to improve reports
* Utilizes CMMS software to process work orders submitted by Facilities, internal team members, tenants, vendors, or contractors
* Generates reports on internal tracking, guidance, and quality control for maintenance requests and call routing and provides feedback to leader on workflow to support continuous improvement
* Assists with maintenance request and call routing quality control and provides feedback to validate data and processes by verifying predetermined parameters; makes approved changes as necessary
* Provides input to leaders and customer service teams on call routing, training, etc. in all areas
* Utilizes internal platforms to provide the best customer service to internal and external stakeholders
Education & Experience:
* High school diploma or equivalency
* Two years of experience in customer service, facilities or office support or related field
* Experience or training in facilities management preferred
Knowledge, Skills, & Abilities:
* Good knowledge of insurance business process and administrative functions preferred
* Good computer skills, including Word and Excel
* Knowledge of building automation, CMMS software preferred
* Excellent customer service
* Excellent written and verbal communication
* Ability to handle difficult conversations and de-escalate upset callers and guests
* Strong customer service and communication skills
* Accurate data entry skills
* Good organizational skills
* Ability to multi-task and handle interruptions
Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws.
All of our locations are tobacco free including in company vehicles.