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.
The Customer Service Representative is the primary point of contact for SMS Assist customers to resolve questions, log work orders, or follow up on work orders. This role handles a variety of requests via phone or email. We are seeking an individual who will provide an amazing customer experience to every customer they interact with, takes ownership for resolving customer issues, and looks for ways to improve the customer experience.
We are looking for customer service champions - teammates who deliver a stellar customer experience on every call they take.
Responsibilities:

• Actively listen and respond to phone calls and emails from customers
• Develop and maintain positive customer relations required to ensure superior customer satisfaction
• Remain on the queue and address all requests
• Maintain open communication with Affiliates in a manner that adheres to all contracts and agreed upon Scope of Work
• Use training and resources to help customers achieve resolution
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
• Enter all information into our database and ensure consistency and accuracy
• Manage the scheduling and completion of all services assigned by customers
• Transfers calls to the appropriate personnel
• Identifies and responds to customer's needs based on defined procedures with a goal of first call resolution
• Use effective and clear communication skills to provide resolution to customers
• Escalates calls to supervisor, escalations team, or other support areas when necessary and appropriate
• Resolves problems by clarifying issues and researching alternative solutions
• Document calls using proprietary software and other systems
• Responsible for achieving goals (quality, first call resolution, adherence, customer satisfaction, etc.) and contributing to team goals as outlined by the management team
• Develop a comprehensive knowledge of company policies, procedures, and services to provide customers with fast and accurate information
• Perform other duties as assigned
• Shift flexibility may be required

Key Competencies

• Strong written and verbal communication skills
• Customer/client orientation
• Problem-solving skills
• Proficient on a PC and with various software programs (MS Office)
• Strong web browsing knowledge required
• Ability to thrive in a fun and fast paced environment
• Passion for customer service

Required Experience and Education

• Requires a high school diploma or GED, some college preferred
• 3 to 5 years of experience.
• Previous customer service experience required
• Account management experience preferred

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.