Binding-Minds Inc

Call Center Support

Marlborough, MA

Contract

$41,600-$52,000

About This Job

The Energy Management Administration team is responsible for responding to daily thermal comfort concerns from our retail stores and the field, staffing a support call center for on-site HVAC technicians, updating requests for HVAC and Lighting schedule changes, and investigating and resolving water leaks by communicating with property managers and HVAC service providers. Administrators are responsible for analyzing thermal comfort concerns utilizing an in-house building management controls system. The Energy Management Administrator documents this information into the Computerized Maintenance Management System utilized by service providers, stores, field leadership, and Corporate. The Administrator is responsible for determining if a HVAC service technician is needed or can be solutioned internally, to ensure effective communication and resolution at all levels.

Duties and Responsibilities

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Respond accurately, promptly, and effectively to all forms of communication

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Ensure all inbound HVAC service requests from stores are responded to and completed in a timely manner, escalating challenging or unsatisfactory performance to manager when repairs or service are not meeting expectations

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Communicate with Vendors, Property Managers, Store Managers, and Home Office personnel to resolve problems and answer questions

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Maintain vendor and store information in the Computerized Maintenance Management System

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Promote a positive Company image to support department objectives and mission statement

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Ability to multi-task in a fast-paced environment and capable of moderating a high volume of inbound requests

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Compose email correspondence with internal and external support teams.

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Maintain HVAC service provider accountability through clear communication and use of performance analytics

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Support HVAC technicians calling into the Energy Management Call Center in a professional and efficient manner

Minimum job skills required to perform this job (for example: programming languages, strong interpersonal skills, computer software packages).

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Excel skills required

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Proven conflict management skills

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Flexible mindset, oriented towards conflict resolution

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Strong follow up and organizational skills

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Strong listening skills

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Ability to prioritize and self-manage work

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Excellent verbal and written communication skills

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PC knowledge

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Typing skills

Minimum experience required to perform this job.

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Minimum 2 years of call center and/or computerized maintenance management application experience preferred.

Job Type: Contract

Pay: $20.00 - $25.00 per hour

Expected hours: 36.25 per week

Shift:

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Day shift

Experience:

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Call center: 2 years (Required)

Work Location: On the road

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