SENIOR CUSTOMER SERVICE ASSISTANT (FULL TIME)

Location: KES - 2400 Yorkmont Road, Charlotte, NC 28217

Schedule: Full time; Monday - Thursday (on-site) and Friday (remote).

Fixed Pay Rate: $28.00 per hour

About the role

Serves as a customer service representative in a call center and provides work order management support for staff/customers.

ESFM is the corporate Integrated Facilities Management (IFM) division of Compass Group USA and a Keystone member of the International WELL Building Institute (IWBI). Rooted in hospitality, ESFM elevates the workplace experience as the single source of innovative FM solutions that ensure a safe, healthy, and sustainable environment. ESFM’s clients include many household names from Life Science, Technology, Oil & Gas and Manufacturing markets. ESFM self-performs 80% of all IFM solutions provided to clients. Their portfolio of service categories includes Environment, Health & Safety, Facilities Maintenance & Engineering, Sustainability, Janitorial & Industrial Cleaning, Laboratory Support and Workplace solutions. In 2020, ESFM (formerly Eurest Services) won the George Graves Award for Facility Management Achievement from the International Facilities Management Association (IFMA).

Responsibilities

• Vendor Escalation Support: Serve as the first point of escalation for vendor-related concerns and service issues, working to resolve matters at the Sr. CSR level before escalating to the Customer Service Manager (CSM).
• Training & Development: Lead the training and onboarding of new hires while providing continuous coaching, refresher training, and process guidance to existing employees to promote consistency and adherence to established procedures.
• Analytics & Reporting: Provide analytics, reporting, and operational insights as business needs or specific situations require. Identify trends, performance gaps, and opportunities for process improvement.
• Invoice & Financial Support: Provide additional financial and invoice support, including invoice verification, reviewing documentation for accuracy, validating charges against completed work and approved scope, and helping address discrepancies before invoices are processed.
• Team Support & Process Compliance: Act as a resource for the CSR team by answering process-related questions, reinforcing established procedures, and supporting consistent execution of service and operational expectations.
• Answer the telephone, respond to customer emails and provide general assistance to customers.
• Review and promote service requests submitted by customers.
• Provide clerical support; maintain files and records.
• Prepare routine correspondence, forms and other documents.
• Collect, verify, retrieve and enter data.
• Operate standard office equipment.
• Complete project assignments.
• Assist in the preparation and proofing of materials for reports and other publications.
• Interact effectively with staff, students and faculty while conducting daily workplace duties.
• Communicate with customers to complete work in a cost-effective, efficient and safe manner.
• Maintain a clean and safe work environment.
• Perform other duties as assigned.

Requirements

• Minimum 2–3 years of experience in customer service, facilities management, or service coordination environments.
• Experience using CMMS or work order management systems preferred.

Benefits

Full-time and part-time positions offer the following benefits to associates:

• Retirement Plan
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Voluntary Benefits, including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program

Full-time positions also offer the following benefits to associates:

• Medical, Dental, Vision
• Life Insurance/AD
• Disability Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws.