Customer Service Representative - Overnight

About Circles Culture:

Circles prioritizes the wellbeing of our employees so that our consumers experience that same level of care.

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.

• 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

• 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