服务响应协调员 - 远程（费城，宾夕法尼亚州，美国，19103）
Service Response Coordinator - Remote (Philadelphia, PA, US, 19103)
职位描述
服务协调员通过CMMS技术平台向需要维修或预防性服务的Aramark客户地点派遣服务技术人员/供应商，以支持设施运营。处理通过电话、电子邮件或CMMS收到的来电，生成工单，派遣技术人员/供应商，并跟进以确保服务及时且令人满意地完成。此职位通常为远程/居家办公。
职位职责
- 使用专业的礼仪和沟通方式，处理通过多种沟通渠道（电话、电子邮件、CMMS工单等）接收到的服务维护和维修请求，涉及核心工种服务（管道、电气、暖通空调、木工、电器、灭虫等），以及与供应商、客户/顾客和设施团队的互动
- 及时使用经批准的服务提供商派遣技术人员/供应商，并传达提供帮助所需的相关信息
- 利用现有技术系统全面准确地收集信息，监控、排查故障并记录工单进展。识别并上报基础设施问题
- 跟进技术人员/供应商以确保服务完成，并在工单完成后与客户确认满意度
- 协助客户和技术人员/供应商处理一般客户服务咨询；作为联络人解决出现的其他问题；根据需要将问题上报给服务响应经理（SRM）和/或总经理
- 需要轮班值夜班，包括部分节假日和周末
- 可能需要在远程环境中工作，并在没有持续指导和指导下顺利完成日常操作
任职要求
- 有呼叫中心环境中服务调度或客户服务经验者优先
- 需要有协调维护或服务请求的经验
- 有维护经验者优先；有制造行业经验者更佳
- 具备同时处理多项任务的能力；根据紧急程度和重要性进行优先排序；遵守适当的生产率标准；在较少监督的情况下采取适当行动
- 注重细节；能够高效地输入数据
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Job Description
The Service Coordinator supports Facilities Operations by dispatching service technicians/vendors through a CMMS technology platform to Aramark client locations requiring maintenance repairs or preventative service. Responds to inbound inquiries received by phone, email or through a CMMS, generates work orders, dispatches service technicians/vendors, and follows through to ensure the service is completed in a timely and satisfactory manner. This is generally a remote/telecommuting position.
Job Responsibilities
- Use professional etiquette/communication style to handle incoming inquiries received by multiple communication channels (phone, email, CMMS work orders, etc.) regarding service maintenance and repair requests for core trade services (plumbing, electrical, HVAC, carpentry, appliances, pest control, etc.) as well as with interactions with Vendors, Clients/Customers, and Facilities team
- Dispatch service technicians/vendors in a timely manner using approved service providers and communicating pertinent information needed to provide assistance to clients
- Utilize available technology systems to thoroughly and accurately gather information, monitor, troubleshoot, and document the progression of work orders. Identify and escalate infrastructure challenges
- Follow up with service technicians/vendors to ensure completion of services, and with customers to ensure satisfaction following completed work order
- Assist clients and service technicians/vendors with general customer service inquiries; act as a liaison to resolve other issues as they arise; escalate issues as needed to Service Response Manager (SRM) and/or General Manager.
- Rotational after-hours on-call schedule requirements, to include some holidays and weekends.
- May be required to operate in a remote environment and satisfactorily accomplish day to day operations without consistent direction and guidance.
Qualifications
- Previous experience in a service dispatch or customer service role within a call center environment is preferred.
- Experience coordinating maintenance or service requests is required.
- Previous experience in maintenance is highly preferred. Manufacturing experience is a plus
- Strong ability to handle multiple tasks at once; prioritize activities based on urgency and importance; adhere to appropriate productivity standard; and take appropriate action with little supervision
- High attention to detail; able to enter data in an efficient and accurate manner
- Superior customer service skills; must be passionate about delivering quality service and making a difference in the client experience
- Effective oral and written communication skills; must demonstrate a professional and polished demeanor with a positive, upbeat, and friendly personality
- Possess strong computer skills with the ability to navigate through multiple applications including basic Microsoft Office navigation
- Must be dependable by demonstrating exceptional habits of attendance and schedule adherence, and available for a rotational after-hours on-call schedule, to include nights and weekends.
Education
About Aramark
Our Mission
Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.
At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.
About Aramark
The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at or connect with us on Facebook, Instagram and Twitter.
Originally posted on Himalayas