Sodexo Inc. Customer Service Representative in Waltham, Massachusetts
Customer Service Response Representative
Sodexo at Boston Children s Hospital invites applicants to apply for Customer Service Response Representative for our Service Response Call Centers, located in Waltham MA.
/The successful candidate must possess the following knowledge and experience./
A minimum typing skill of (40 WPM with a 95 % accuracy) desired.
Prior Lead/Supervisor experience, customer service, PBX, Front Desk, Help Desk or Call Center experience preferred.
Preferred experience working with Windows2K/ XP, Microsoft Word, Excel and the input and processing of large amounts of data.
Understanding of process improvement and workflow process initiatives.
Possesses excellent customer service skills.
Possesses excellent communication skills – written, verbal and listening.
Effective professional communication and interfacing with customers and co-workers.
Ability to read, write, speak and understand English fluently.
Requires working knowledge of learned routines, procedures and practices.
Duties and activities covered by specific instructions and established work practices, which may require some interpretation.
Collaborates with team in performing duties.
Supports an environment of idea sharing and feedback.
Positions require internal contacts within the division and outside the division to exchange work-related information. Has significant accountability for ensuring internal customer satisfaction.
Requires contact with external customers / contacts to furnish or obtain factual information and serve as a customer resource/point of contact.
Ability to manage multiple tasks simultaneously.
Schedules includes days, evenings, weekends, holidays(specifics to be discuss with candidate)
Pay range is $16.00 per hour
- Sodexo will require a background check and may require drug screening for this position. Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.
Maintain client satisfaction at a level that ensures account retention.
Develop client rapport and promote partnership value by seeking client feedback and responding to client requests.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow company and department safety, security, and loss prevention policies and procedures to ensure a clean, safe, and secure environment.
Follow all compliance programs (e.g., safety and fire, hazardous materials and waste program, emergency management program, utility management program, medical equipment management program, infection and control).
Policies and Procedures
Protect the privacy and security of customers and coworkers.
Follow all federal, state, and local regulations, as well as Sodexo/client policies and procedures (e.g., Quality Assurance, Safety, Operations, Human Resources).
Ensure uniform/dress code and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Communicate with customers with a professional and polite demeanor.
Answer telephones using appropriate phone etiquette.
Provide assistance to coworkers, ensuring that they understand their tasks.
Talk with and listen to other employees to effectively exchange information using clear, appropriate and professional language.
Working with Others
Support all coworkers and treat them with dignity and respect.
Handle sensitive issues with employees and/or customers with tact, respect, diplomacy, and confidentiality.
Develop and maintain positive and productive working relationships with other employees.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
- Provide customers with accurate directions to their destinations.
Greet and Escort Customers
Greet customers upon arrival to unit.
Open doors and assist customers entering and leaving unit.
Supply customers with directions and information regarding unit amenities, services, and hours of operation, and local areas of interest and activities.
Answer, record, and process all customer calls, requests, questions, or concerns.
Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve customer call, request, or problem.
Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
Follow up with customers to ensure their requests or problems have been met to their satisfaction.
Receive, record, and relay customer messages accurately, completely, and legibly.
Handle customer service inquiries and problems, recording recurring problem areas.
Share recurrent problems identified by customer input.
Identify customer service needs and make recommendations for quality improvement that creates perceived value to customers.
Group Event Services
- Verify that group's food and beverages are refilled and that meeting rooms are maintained (e.g., emptying of trashcans, removal of dirty dishes) during event.
English Language Proficiency
Customer Service Orientation
High School diploma / G.E.D. equivalent
Related Work Experience
2-3 years related work experience
2-3 years supervisory/managerial experience