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Customer Support Representative

Company: McKinstry Company
Location: Spokane
Posted on: June 14, 2019

Job Description:

At McKinstry, we re proud to be a collective group of innovators and problem solvers, builders and engineers, mentors and students. We strive to create a safe and engaging work environment that empowers you to do the work you are passionate about.

We believe deeply that energy and facility services, engineering and construction are revolutionizing the built environment and if you re driven by our mission to transform ideas into meaningful relationships and together, build a thriving planet, McKinstry may be the place for you. Serving our community together is one of the ways we at McKinstry put our shared purpose into action.

Total collaboration and a diverse, employee-centric work experience are what we can provide you. Integrated delivery and true consultative partnership is what you will help us provide for our clients. Our culture is what differentiates us and because of this, we seek exceptional talent that believes what we believe.



Here\'s where you come in:

We are currently seeking a Customer Support Representative to join our team as a member of our growing Technical Services division.





You\'re great at:

Customer Service

* Perform tasks necessary to provide quality customer service to internal and external customers

* Ability to think out of the box triaging or problem solving on the spot

* Ability to resolve and diffuse difficult conversations while gathering critical data or information

* Ability to multi-task while providing solution oriented resolutions



Communication

* Demonstrates effective communication through a strong set of soft skills including, phone, written and face to face communication

* Provide accurate and timely information to customers and service providers

* Escalate and record complete information of issues to appropriate technician(s) accurately and timely

* Communicate with other departments, personnel, and customers regarding services and procedures



Troubleshooting and Technology

* Dispatch appropriate service providers via phone, fax, email, pager or radio

* Escalate issues to appropriate team(s) as necessary to facilitate issue resolution

* Perform daily checks and verifications of technologies and systems uptime necessary for the daily operation of the Remote Operating Center

* Monitor phone lines for incoming requests and process assigned tasks accordingly

* Follow and execute detailed procedures and protocols

* Proficient in Microsoft Office Suite Word, Excel, and Outlook preferred

* Ability to quickly learn multiple technology applications and multitask between the various applications



Leadership and Team

* Ability to take initiative, identify and communicate process or work flow improvements to InfoCentre teams and customers

* Act as a technical specialist with service, energy and facility personnel

* Models the following attributes; patience, maintaining a positive attitude, coach-able and supportive of teammates

* Participates and collaborates with InfoCentre teams to support the department and customers

* Flexible with change management and shift changes



Measurements (subject to change)

* Maintain a less than 3% Critical to Quality Error Rate.

* Maintain a cumulative 10-12 work order per hour range.

* Maintain a cumulative 70% to 85% ready status percentage.

* Maintain a less than 1% unscheduled absence record.



What we would like to see from you:

* High school diploma or equivalent work experience required.

* Two (2) years in a customer service oriented position required.

* Two (2) years in a technical support role such as IT help desk or tier II troubleshooting position required.

* Technical education and or experience with building automation systems preferred.

* Proficient in Microsoft Office Suite - Word, Excel, and Outlook and required; working knowledge of SharePoint preferred.



The McKinstry group of companies are equal opportunity employers. We are committed to providing equal employment opportunities to all employees and qualified applicants without regard to sex, gender identity, sexual orientation, age, race, color, creed, marital status, national origin, disability, veteran status or any other basis protected by law. This policy applies to all terms and conditions of employment including, but not limited to employment, advancement, assignment, and training.

McKinstry is committed to strengthening our diversity through recruiting and retaining minority and women professionals from all backgrounds. Our commitment is consistent with our recognition that it is the outstanding people within McKinstry who have always been the source of our strength. We recognize that promoting diversity is an integral component of our continuing quest for organizational excellence.

This commitment to Equal Employment Opportunity is made equally as a social responsibility and as an economic and business necessity.

McKinstry is a drug-free workplace. Employment is contingent upon successfully passing a pre-employment drug and alcohol test, complying with the requirements of the Immigration Reform and Control Act and a Confidentiality Agreement, in addition to successful outcomes of background and reference checks.

Anyone with questions or concerns regarding Equal Employment Opportunity should contact their direct supervisor or the Human Resources Department without fear of retaliation of any kind.
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Keywords: McKinstry Company, Spokane , Customer Support Representative, Other , Spokane, Washington

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