Customer Service Representative

*About the Role*

We are looking for a reliable, professional, and customer-focused *Customer Service Representative* to join our facilities management team.

In this role, you will be the first point of contact for customers who call to report maintenance, repairs, or other facility-related service needs. You will listen carefully to the customer, gather the necessary information, create and update service requests, and coordinate with the appropriate facilities team to ensure each request is handled efficiently.

*Key Responsibilities*

* Answering customer calls in a professional, courteous, and timely manner
* Listen carefully to customers and identify the nature and urgency of their service requests
* Obtain accurate information about the building, location, area, issue, and requested service
* Enter service requests accurately into the company's work-order or ticketing system
* Assign or route requests to the appropriate maintenance, engineering, or facilities team
* Monitor outstanding service requests and follow up as needed
* Communicate service updates and expected response times to customers
* Escalate emergency, urgent, or unresolved issues according to established procedures
* Maintain accurate records of customer interactions and service requests
* Provide excellent customer service while managing multiple calls and requests
* Work closely with facilities personnel, supervisors, vendors, and building management

*What We're Looking For*

* Previous customer service, dispatch, facilities, property management, or administrative experience preferred
* Excellent verbal and written communication skills
* Strong listening and problem-solving abilities
* Ability to remain calm and professional when dealing with frustrated or demanding customers
* Strong attention to detail and accurate data entry skills
* Ability to prioritize multiple service requests based on urgency and impact
* Comfortable using computers, email, and service-request/work-order systems
* Ability to follow procedures and properly escalate urgent situations
* Bilingual: English/Spanish
* Dependable, organized, and team-oriented

*Ideal Candidate*

The ideal candidate is someone who enjoys helping people, communicates clearly, stays organized under pressure, and understands the importance of getting the *right information to the right facilities team at the right time*

Experience in facilities management is helpful, but we are willing to train the right person who has strong customer service and communication skills

*To Apply:*
Please submit your resume through Indeed platform, or to Karina González at ******. For additional information you may contact Karina at: ************

Pay: From $***** per hour

Expected hours: 40.0 per week

Benefits:
* 401(k) matching
* Health insurance

Experience:
* Customer Service: 1 year (Required)

Language:
* English (Required)
* Spanish (Required)

Shift availability:
* Day Shift (Required)

Ability to Commute:
* Guaynabo, PR (Required)

Work Location: In person