Customer Service Representative

Be part of our growing success story!!

Vixxo is a technology-enabled asset management company that provides facility, intelligent energy and construction management services for clients with geographically-dispersed portfolios throughout North America.  We work with Fortune 500 corporations within the retail, restaurant, convenience and grocery industries, leveraging data to help businesses make better decisions, streamline maintenance, gain visibility into facility investments and achieve sustained cost savings.  Our team of 1,000+ associates operate out of 15 service centers throughout the US and Canada and are dedicated to providing best-in-class service to our clients and service providers.

About the Role

The objective of the Customer Service Representative is to be a liaison between our commercial customers and Vixxo.  Customer Service Representatives will demonstrate a thorough understanding of the customer’s request aligning goals and objectives resulting in exceptional service, customer retention and satisfaction.

• Receive and respond to service requests and proactively manage preventive maintenance (email, fax, Fusion, phone), document all interactions with customers and service contractors, and follow up (Customer Satisfaction Surveys) to ensure work is completed timely, accurately and within required customer service level agreements.
• Connect with customers and build appropriate rapport to have a thorough understanding of needs, expectations and requirements in order to achieve customer goals and service level agreements.  Provide effective and proactive communication to customer regarding status of services, time estimations and cost.
• Establish and cultivate appropriate rapport with service contractors in order to achieve customer expectations while minimizing customer costs.
• Review scope of work and pricing, negotiate rates and costs as necessary with a laser focus on customer cost reduction. Verify customer requirements have been met and approve changes on behalf of the customer when applicable.  Submit recommendations and proposals to customers.
• Review key metrics and performance indicator reports to identify areas of focus.   Determine appropriate actions, communications and take steps necessary to continue providing exceptional service ensuring deliverables meet contractual requirements.
  

About the Role

The objective of the Customer Service Representative is to be a liaison between our commercial customers and Vixxo.  Customer Service Representatives will demonstrate a thorough understanding of the customer’s request aligning goals and objectives resulting in exceptional service, customer retention and satisfaction.

• Receive and respond to service requests and proactively manage preventive maintenance (email, fax, Fusion, phone), document all interactions with customers and service contractors, and follow up (Customer Satisfaction Surveys) to ensure work is completed timely, accurately and within required customer service level agreements.
• Connect with customers and build appropriate rapport to have a thorough understanding of needs, expectations and requirements in order to achieve customer goals and service level agreements.  Provide effective and proactive communication to customer regarding status of services, time estimations and cost.
• Establish and cultivate appropriate rapport with service contractors in order to achieve customer expectations while minimizing customer costs.
• Review scope of work and pricing, negotiate rates and costs as necessary with a laser focus on customer cost reduction. Verify customer requirements have been met and approve changes on behalf of the customer when applicable.  Submit recommendations and proposals to customers.
• Review key metrics and performance indicator reports to identify areas of focus.   Determine appropriate actions, communications and take steps necessary to continue providing exceptional service ensuring deliverables meet contractual requirements.

All your information will be kept confidential according to EEO guidelines.