Sodexo Inc. Customer Service Representative in Waltham, Massachusetts

Description/Job Summary

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.

Required Skills

Client Relations

  • 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.

Safety

  • 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.

Communication

  • 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.

Valet Services

  • 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.

Customer Service

  • 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.

Details

CRITICAL COMPETENCIES

Communication

  • Communication

  • English Language Proficiency

  • Listening

Interpersonal Skills

  • Cooperation

  • Teamwork

  • Trust

  • Interpersonal Relationships

Customer/Client Focus

  • Customer Service Orientation

  • Client Relations

Personal Attributes

  • Dependability

  • Presentation

  • Positive Demeanor

  • Integrity

QUALIFICATIONS

Education

High School diploma / G.E.D. equivalent

Related Work Experience

2-3 years related work experience

Supervisory Experience

2-3 years supervisory/managerial experience