Customer Support Associate

We are seeking an experienced and detail-oriented Client Support Associate / Customer Support Associate to join our Facilities Management Maintenance and Repair Department. In this role, you will primarily be responsible for supporting Account Managers in providing excellent customer and vendor services. This will include client communication, processing work orders, and direct interaction with the rest of the client's Repair & Maintenance Team. Your exceptional communication skills, attention to detail, and ability to multitask will be crucial in ensuring accurate record-keeping, efficient invoice processing, and effective coordination

Responsibilities:

• Quality Assurance (QA) Calls or Emails: Conduct regular QA calls to clients to follow up on completed maintenance and repair tasks, ensuring customer satisfaction, and identifying areas for improvement. Document feedback and escalate any issues to the appropriate account manager for prompt resolution.
• Communicate with client to obtain necessary work order criteria in order to begin the scheduling process.
• Vendor Sourcing: Identify potential new vendors via research; perform vetting process as defined by the client. If the decision is made to bring the Vendor into the Service Network, then all paperwork must be completed and uploaded to SharePoint.
• Processing Customer Work Orders: all assigned work orders to be processed via ServiceSync WOM within the guidelines and NTE amounts of that specific customer. You will be trained on the specifics of ServiceSync.
• Vendor communications and scheduling – communicating with all vendors to ensure work orders are executed on time, correctly, and at the correct NTE.
• Vendor Invoice Requests: Manage the invoice process by liaising with vendors and requesting invoices for completed maintenance requests. Verify invoice accuracy.
• Vendor Service Complete Calls: Manage the service complete calls by liaising with vendors and ensuring scheduled service requests have been completed as scheduled. Document feedback and escalate any issues to the appropriate account manager for prompt resolution.
• Vendor Compliance and Quality Assurance: Support compliance with regulatory requirements and quality assurance standards by ensuring proper documentation (e.g. COI, W9, Works Comp Certificate, Vendor Packets), and adherence to processes.

Requirements

• Proven experience in an administrative support role, preferably with exposure to QA calls and invoice processing
• Excellent communication skills, both written and verbal, with the ability to convey information clearly and professionally
• Strong organizational skills and attention to detail, ensuring accuracy in record-keeping, data entry, and invoice verification
• Proficiency in using office software applications (e.g., MS Office Suite, spreadsheets, databases)
• Ability to multitask, prioritize effectively, and meet deadlines in a fast-paced environment
• Team-oriented mindset with the ability to collaborate with cross-functional teams and build positive relationships
• Familiarity with quality assurance processes and invoice management systems is desirable
• Knowledge of facilities management, maintenance, or repair terminology is a plus

Benefits

• HMO with 1 free dependent upon hire
• Life Insurance
• Night Differential
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company
• Night shift (will cover EST and PST)
• REMOTE

Job Type: Full-time

Benefits:

• Health insurance
• Life insurance
• Work from home

Application Question(s):

• On a scale of 1 to 5 (5 being the highest), how proficient are you on using excel for data management?

Experience:

• being a POC between vendor/clients and customer: 3 years (Required)
• invoice processing: 1 year (Preferred)

Work Location: Remote