Service Response Coordinator

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Assist Facilities Operations by utilizing a CMMS technology platform to dispatch service technicians and vendors to Aramark client locations that require maintenance repairs or preventative services.

• Address inbound inquiries received via phone, email, or through a CMMS, create work orders, dispatch service technicians/vendors, and ensure the service is completed promptly and satisfactorily.

• Employ professional communication etiquette to manage incoming inquiries from various channels concerning service maintenance and repair requests for core trades such as plumbing, electrical, HVAC, carpentry, appliances, pest control, etc.

• Timely dispatch of service technicians/vendors using approved service providers while communicating essential information required to assist clients.

• Leverage available technology systems to effectively gather information, monitor, troubleshoot, and document the progress of work orders.

• Recognize and escalate infrastructure challenges as necessary.

• Follow up with service technicians/vendors to confirm service completion and with customers to ensure satisfaction after work order completion.

• Provide assistance to clients and service technicians/vendors with general customer service inquiries; act as a liaison to resolve other issues as they arise; escalate issues to the Service Response Manager (SRM) and/or General Manager when needed.

• Participate in a rotational after-hours on-call schedule, which may include some holidays and weekends.

• Operate effectively in a remote environment and successfully manage day-to-day operations with minimal direction and guidance.

⛳️ Requirements

• Prior experience in a service dispatch or customer service position within a call center environment is preferred.

• Previous maintenance experience is highly advantageous.

• Strong ability to manage multiple tasks simultaneously; prioritize activities based on urgency and importance; adhere to productivity standards; and take appropriate actions with minimal supervision.

• High attention to detail; capable of entering data efficiently and accurately.

• Exceptional customer service skills; must be dedicated to providing quality service and enhancing the client experience.

• Effective oral and written communication skills; must exhibit a professional and polished demeanor with a positive, friendly personality.

• Strong computer skills with the ability to navigate multiple applications, including basic Microsoft Office proficiency.

• Must demonstrate reliability through excellent attendance and schedule adherence, and be available for a rotational after-hours on-call schedule, including nights and weekends.

🏝️ Benefits

• Health insurance

• Professional development opportunities