SMS Assist
3137 E Elwood, Phoenix, AZ 85034
Jun 15, 2020
Full time
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 are now launching a Phoenix location to expand upon the 16 years of success of our Midwest operations, which are headquartered in Chicago, Illinois. 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 Bilingual Customer Service Representative on our Customer Service and Support Team works with our network of Affiliates, clients and residents by managing all our clients’ repair and maintenance needs within our technology platform, One by SMS Assist.
The Customer Service and Support Team acts as a full maintenance customer care center for our clients, who own residential and commercial properties across the United States. The Customer Service Representative is responsible for handling inbound calls from residents and store managers to create new maintenance service requests or provide updates on existing service requests. The Customer Service Representative will create work orders in our proprietary software system, working through troubleshooting questions and logic to accurately determine the nature of the issue affecting the property. The Customer Service Representative will then properly document and classify the work order to ensure a timely and cost-effective repair by one of our qualified Affiliates. The goal of the Customer Service and Support team is to create the perfect work orders, allowing for seamless dispatch and completion of work by our network of vendors.
This role communicates predominantly on the phone and electronically with Residents, Affiliates and Clients to drive the efficient and effective creation and completion of maintenance services, while keeping all stakeholders updated throughout the service period. We are currently hiring for evening shifts and weekends.
Responsibilities
Provides a positive, high quality customer experience for residents calling into their maintenance line to request new repairs or inquire about existing repairs
Utilizes technology and basic troubleshooting skills to determine the nature of the maintenance issue affecting the caller
Properly documents and classifies maintenance issues to ensure proper dispatch to the most appropriate vendor in the most appropriate timeframe
Adheres with quality assurance standards and operational processes while working in a fast-paced environment
Achieves KPIs in a contact center-based production environment where productivity and quality are key in providing excellent customer experiences
Handles escalated callers constructively, constantly striving to provide positive outcomes for all our stakeholders
Manages real-time inquires while keeping track of and responding to commitments
Remains available on the phone to address all requests and customer questions
Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person
Demonstrates professionalism in communication, relationship development, customer service, etc.
Shift flexibility will 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
Fluent in Spanish
Basic understanding of common single-family home maintenance areas and systems (appliances, HVAC, etc.)
Customer Service: Work directly with our customers from big brands across the country via phone, email, and messaging systems
Teamwork: Collaborate with coworkers and our nationwide network of contractors to resolve customer problems
Communication: Keep our customer and work order information up to date in our proprietary technology system
Continued Learning: Learn the ins and outs of our software and supporting systems. Keep updated on information and changes through our knowledge base.
Computer Skills: proficiencies in Microsoft Word, Excel, Outlook preferred
Minimum Qualifications
Education Level – High school diploma required, Associates or Undergraduate degree preferred
Previous experience in property maintenance or management, customer service call center environment preferred
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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.