*This is a remote role based in the Chicago area working an overnight shift of Tuesday through Saturday, from 10:00pm -7:00am.

Company Summary

At SMS Assist, we’re not just in the business of fixing properties—we’re fixing an entire industry. Typically, facilities maintenance is tough work—both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. We decided a better way wasn’t only possible, but essential. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations. 

Recognized on Forbes’ Cloud 100 list, Deloitte’s Technology Fast 500, Chicago Crain’s Top Tech Employers, and more, SMS Assist manages more than 186,000 properties where people live and work. Our customers’ livelihoods are in our hands—think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane. We work across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades. 

We’re innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We’re community volunteers, karaoke partners, and lifelong friends. We’re passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.

Job 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 inquiries while keeping track of and responding to commitments
• Act as first 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 level I CSR’s
• 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 routinely demonstrates the following skills:
• Customer Service – ADVANCED
• Verbal Communication – PROFICIENT
• Written Communication – PROFICIENT
• Teamwork – PROFICIENT
• Relationships – PROFICIENT
• Organizational Awareness – PROFICIENT
• Learning Agility – PROFICIENT
Proprietary and Confidential 2 Last Update: 02/26/2021
• Problem Solving – ADVANCED
• Process Orientation – ADVANCED
• Prioritization – ADVANCED

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

Minimum Qualifications
• High school diploma required
• Ability to type 35 wpm at minimum required
• Professional phone etiquette and soft skills required
• 2-3 years of customer service experience preferred
• Customer Service call center experience preferred

Other Relevant Qualifications
• Undergraduate degree / internship preferred
• Intellectual agility and adaptability
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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.