Customer Service Representative - Contact Center

NEST is the pioneer of the Integrated Facilities Management (IFM) industry. Since 1994, we’ve embarked on a journey with our clients to bring true cost savings with industry-leading technology and operational excellence—all while maintaining your brand image. Finding an IFM partner that understands your business is key to the success of any multi-site organization and NEST has the experience to prove it.

Role Overview

All Contact Center Associates (ACT Support Associates) will interact in a professional manner by proactively establishing and maintaining effective working team relationships with internal and external customers. This includes NEST Team Members, NEST of Florida Team Members, 20 Digits Technology team members, Independent Service Providers (ISPs), and Clients. The primary interaction points with customers will be phone calls, emails, text and instant messages. Successful associates must be organized, detail-oriented and must be able to work in a team environment. All positions require strong phone, email, customer service, intermediate computer skills, ability to make quick, decisive decisions and to think outside the box.

All Associates are required to meet expectations for attendance and punctuality, deal honestly and fairly with co-workers, management, and the general public, promote a positive work environment, and to operate efficiently within their roles. Each associate is expected to work to meet or exceed all departmental goals and deadlines and to maintain professional internal and external relationships that meet company core values, while delivering exceptional customer satisfaction overall.

Reporting directly to the Senior ACT Support Manager, All Contact Center Associates (ACT Support Associates) will interact in a professional manner by proactively establishing and maintaining effective working team relationships with internal and external customers. This includes NEST Team Members, NEST of Florida Team Members, 20 Digits Technology team members, Independent Service Providers (ISPs), and Clients. The primary interaction points with customers will be phone calls, emails, text and instant messages.

We’re seeking a Contact Center Associates (ACT Support Associates) who demonstrates strong communication skills, attention to detail, the ability to multi-task and prioritize their work, understand financial concepts and be able to work in a high-paced environment.

Role Specifics

More specifically, your key job tasks will be to:

• Performs multiple departmental tasks including but not limited to the following:
• Receives correspondence email/phone calls from Clients, providers or team members regarding workorder status and resolves basic inquiries.
  • Demonstrates general familiarity and understanding of Clients as it relates to playbook procedures and external systems (ie: Service Channel, Facility Source, Verisae, Office Trax, etc.) and may require management support for updates.
  • Maintains client satisfaction by responding to emails, service complaints, recalls and/or phone calls in a timely fashion and with detailed, specific answers whenever possible.
  • Ensures NEST is meeting all External SLA (Service Level Agreements) for each client by working on the highest priority work as defined by departmental SOP’s and/or your manager.
• Gathers paperwork, signed work orders and invoices from providers for billing as needed.
• Performs Follow-up on services provided by NEST by calling, messaging, or emailing client locations and/or ISPs.
• Performs Confirmations on services provided by NEST by calling, messaging, or emailing client locations and/or ISPs.
• Dispatches ISPs to perform services and updates clients and locations accordingly.
• Schedules services with ISP's and locations with provided schedule dates
• Maintains/updates notes in System Z (workorder management system), to monitor the health of WOs and keeps all parties informed.
  • Has a basic understanding of System Z terminology including Request/Recurring, Work Order Schedule Types, and Work Order, Crew, and Dispatch Statuses
    • Ability to locate and understand the appropriate grid in the System Z WO List for each assigned task, and can sort, filter, and customize the data within that grid.
    • Ability to multitask by notating call information in System Z, by switching between screens/documents as needed when speaking with a Clients, Stores, ISPs, or Employees
    • Ability to locate and understand different tabs in the System Z Main Menu including New WO, WO List, Location, and ISP tabs.
    • Ensures all necessary details for a Work Order or Quote have been collected to support the appropriate evaluation and pricing to support dispatching process and/or NTE increases.
  • Executes proactive and reactive ISP new hiring process by onboarding new Service Providers to work with NEST in certain coverage areas throughout the US.
    • Identifies ISP’s requiring coaching, handles basic situations, and raises escalate situations to management.
  • Consistently meets key departmental Key Performance Indicators (KPI’s) and quality standards as defined by management.
  • Demonstrates high level of phone skills including professionalism, courteousness, and proper tone when speaking with customers.
  • Demonstrates high level of email/writing skills including professionalism, spelling and grammar, and tone usage.
  • Provides backup to other sub departments as needed.

Success Factors

NEST is a competency-focused organization, and the exemplary candidate for this role will encompass the following core competencies:

• Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how a job relates to others; uses resources effectively.
• Use of Technology - Demonstrates required skills; adapts to new technologies; uses technology to increase productivity; keeps technical skills up to date.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
• Personal Appearance - Dresses appropriately for position; keeps self well groomed.
• Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

All employees must successfully complete a pre-employment skills assessment, a background check and drug screening prior to the start of their employment.

All positions are remote and/or hybrid based on position and office proximity.

NEST is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

Preferred

Preferred