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Customer Service Support 2 - CU22.100
Ref No.: 18-02352
Location: Tempe, Arizona
Position Type:Contract
Job Category:Customer Service
Benefits:401K, Dental Insurance, Life Insurance, Medical Insurance, None, Vision Insurance
Customer Service Support (Work Frome Home)
This is a 12 Month contract assignment
Location: Work Frome Home
Benefits:  ACA compliant offering available

Responsible for handling all inbound calls and email requests in a timely manner.  Efficiently process phone and email orders from clients, vendors and citizens, disseminate information, troubleshoot problems, handle complaints and maintain assigned reports.  Project a professional company image through phone and email interactions at all times. Maintain a positive rapport with all vendors and client/city employees. Must have dedicated home office space and access to upgraded internet service to support work flow. Must be able to work any shift between 12:00 am-12:59 pm as call center is operational 24/7.
Main Job Tasks and Responsibilities
  • answer phones and emails professionally & respond to customer inquiries
  • research required information using available resources
  • handle and resolve customer complaints & process orders, forms and applications
  • identify and escalate priority issues & route calls to appropriate resource
  • follow up customer calls where necessary & complete call reports
  • Must be able to meet and maintain minimum acceptable department standards and goals
Essential Duties include the following:
  • Answer incoming telephone calls and emails and provide a variety of services to the customer over the telephone and via email. Answering questions about facilities/citizen related issues/concerns
  • Working with external and internal vendors. Coordinating responses between vendors and the customer
  • Updates and maintains weekly, daily and monthly follow up reports
  • Enter, dispatch and complete customer Work Orders via computer system, phone or email
  • Identify, research and resolve customer issues using multiple computer software systems
  • Follow-up via phone or email on customer inquiries not immediately resolved
  • Recognize, document and alert the leads or supervisors of trends in customer calls
  • Notify technical support of any internet, phone or system issues     
  • Other duties and projects may be assigned by the supervisor
Key Competencies: The requirements listed below are representative of the knowledge, skill, and/or ability required.
  • Strong verbal and written communication, listening skills, basic to intermediate computer skills (Outlook, Word, Excel), previous experience navigating through multiple data bases (5-7)
  • extreme multi-tasker
  • problem analysis & problem solving, good interpersonal skills, patience
  • customer service orientation & organizational skills
  • attention to detail, & initiative and judgment, solid spelling and grammar
  • adaptability & team work, friendly, professional and courteous
  • stress tolerance & resilience, work with minimum supervision, ability to follow directions
  • clear, pleasant speaking voice
  • must have the maturity and professionalism to work unsupervised in a virtual work environment from a dedicated home office
  • basic computer troubleshooting
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High school diploma or general education degree (GED) required; and two to four years call center/customer service related experience and/or training; or equivalent combination of education and experience. Prefer some college courses or training beyond high school. Some knowledge and understanding of Facilities Maintenance and Services, city services and water or wastewater facilities would be a plus. Must be able to type 30 -35 wpm. Must be able to work in a virtual home environment without distractions.
Computer Skills
MS Word/Excel                                  
Database software
Microsoft Outlook
Internet software
CMMS or equivalent program desired

To Apply for immediate consideration please send resume to Michael Zakaryan at and reference job # 18-02352 in the Subject Line and indicate the best times to contact you (please include nights and weekends if needed).

**Candidates must complete background and drug screenings before starting any assignment. 

On-Board Services provides equal employment opportunities (EEO) to all employees and applicants for employment without reg.