Weekend Customer Service Representative I - Dispatch

| Chicago

SMS Assist Summary

SMS Assist serves more than 186,000 commercial and residential properties nationwide. We connect property owners in industries like retail and restaurant with a dense Affiliate network that specializes in more than 45 trades like landscaping, plumbing, HVAC, and more. Our Customer Service organization leverages our proprietary One by SMS Assist cloud platform to process thousands of work orders on a daily basis.

 

Every day we strive to provide the best service to our customers through an entrepreneurial spirit, a passion for service, teamwork, and integrity. We offer a game room, fitness center, bike garage, SMS Serves philanthropy program, company events, a fun location along Chicago’s Magnificent Mile, and more. SMS Assist is a Moxie Awards winner, Chicago Innovation Awards winner, a Top 100 Digital Company in Chicago and has been named to the Forbes Cloud 100 list for all four years of its existence! The list ranks the top 100 private cloud companies across four factors: market leadership, estimated valuation, operating metrics, and culture.

 

Job Summary

The Customer Service Representative on the weekend team 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.

 

The Residential Weekend Team matches maintenance service requests and work orders with the most appropriate vendor to complete repairs and maintenance for our clients’ rental properties. The goal of the team is to dispatch the work orders in a fast, efficient and accurate manner, while keeping all of our stakeholders – client, resident, vendor, internal SMS team – updated on the status of the work order. 

 

This role is responsible for dispatching maintenance service requests to the appropriate vendors to complete the work, communicating on the phone and electronically with clients and vendors to provide updates and ensure all maintenance services are completed in an effective and efficient manner.

 

Responsibilities

  • Communicate with vendors, clients and residents to efficiently assign work to appropriate vendor
  • Develops a familiarity and rapport with vendors in region assigned to get work assigned and accepted by the appropriate vendor within our response time limits
  • Follows business rules to identify and prioritize work to be addressed in order of priority, follow process of dispatching such work
  • Develops and maintains positive client relations required to ensure superior client satisfaction
  • Receives and handles customer calls and email providing direction on work orders
  • Manages real-time inquires while keeping track of and responding to commitments
  • Maintains open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
  • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
  • Enters information into our database and ensures consistency and accuracy
  • Demonstrates professionalism in communication, relationship development, customer service, etc.
  • Shift flexibility may be required
  • Fosters a positive team environment
  • Ensure confidentiality and accuracy of internal and external data
  • Perform ad-hoc projects and other duties as assigned

 

Professional Skills

  • Customer Service - PROFICIENT
  • Verbal Communication - PROFICIENT
  • Written Communication - PROFICIENT
  • Teamwork – PROFICIENT
  • Relationships – PROFICIENT
  • Organizational Awareness - PROFICIENT
  • Learning Agility - PROFICIENT
  • Problem Solving – PROFICIENT
  • Process Orientation – PROFICIENT
  • Prioritization - PROFICIENT

 

Role Specific Skills

  • Basic understanding of common single-family home maintenance areas and systems (appliances, HVAC, etc.)Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook preferred
  • Some maintenance or property management knowledge preferred

 

People Management Skills

  • Ability to manage third party vendors to get work completed
  • Ability to troubleshoot emergency situations with clients while representing SMS with top quality customer service

Qualifications

 

    Minimum Qualifications

  • Education Level – Associates or Undergraduate degree preferred, some progress toward a degree or several years of success in professional environment
  • Previous experience in property maintenance or management, customer service environment preferred
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Technology we use

  • Product
  • Sales & Marketing
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM

Location

875 North Michigan Avenue , Chicago, IL 60611
How SMS Assist is Building Tech to 'Fix the Business of Fixing Things'
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What are SMS Assist Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
SMS Assist's team fitness initiatives include In-office yoga, in-office fitness classes, and sponsored race teams.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Happy hours are hosted At team's discretion.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

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