Customer Service Representative Job Vacancy in SMS Assist, LLC Phoenix, AZ 85034 – Latest Jobs in Phoenix, AZ 85034

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Company Name : SMS Assist, LLC
Location : Phoenix, AZ 85034
Position : Customer Service Representative

Job Description : Who We AreAt 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 happenWhat we doLet’s say a resident has a leaking toilet. That resident can submit a work order request through an app using their smart phone, the website using a desktop computer, or by calling in the request and speaking to one of our customer service representatives (maybe you!). After the work order has been created, our system and dispatch team send it to a qualified plumber in our network. Our Follow Up Team then ensures the toilet gets fixed in a timely manner and the resident is kept updated along the way.Job DutiesCreating new work orders for residents seeking assistance, leveraging a guided workflow on our proprietary technology. This includes helping the resident try to troubleshoot the issue, identifying the severity of the issue, and qualifying the work order to ensure the work is sent to the right vendor (45% of day) Assisting residents seeking assistance with existing open work order issues. This includes providing the most recent update, connecting them to the assigned vendor, and/or escalating the work order to our escalations department (35% of day) Inbound phone calls from our vendor network, guiding them through our requirements and making work order updates when needed (10% of day) Outbound resident communications via phone, email, and text (5% of day) Team meetings, open forum to ask questions, and review of policy and procedure updates (5% of day).What we’re looking forCustomer service skillsA desire to help people through challenging situationsNo maintenance experience required, but interest in learning a new industryAttention to detail and adherence to policies and proceduresResourceful, know when to reference our internal knowledge base for client-specific business rulesHigh level of care for our partners; residents, clients, and vendorsAbility to adapt to change on a weekly basis due to client needs or updates to our technologyThis is an onsite role as you will enjoy working in a collaborative, team-focused, fun environment!Minimum Qualifications Education Level – High school diploma required, Associates or Undergraduate degree preferred.Benefits of working at SMS AssistMonthly performance-based incentivesHigh Achiever quarterly bonusesCompetitive compensation and benefits (medical, dental, vision, life, disability, employee assistance program, 401K)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.#IND1Job Type: Full-timePay: From $18.00 per hourBenefits:401(k)Dental insuranceHealth insuranceLife insurancePaid time offParental leaveReferral programVision insuranceSchedule:10 hour shift8 hour shiftMonday to FridayWeekend availabilityEducation:High school or equivalent (Required)Work Location: One location

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