Customer Services Representative - Howard University at Thompson Hospitality Corporation in Washington, Washington DC

Job Description:

Who We Are:

Thompson Hospitality is the nation’s largest minority-owned food and facilities management company. Our services include hospitality, full dining and quick service restaurants, campus dining, diversity consultation, facility operations and maintenance management.  We are a family-run organization with more than twenty-five years providing services built on our core mission to provide a positive experience to every relationship we are involved in: one guest, one client, one team member at a time.  As a fast growing company, we have a growth plan to more than double in size over the next three years.  We are looking for team members who are interested in developing their careers to the next level while joining our team of over 4,000 employees, serving clients in over 40 states to include more than 1.9 million guests each year. Thompson Hospitality focuses on three core areas in everything we do:

• Purpose
  
  
  
  • Give back to our communities
  
  
  • Celebrate diversity
  
  
  
  


• People
  
  
  
  • Do the right thing
  
  
  • Treat people the way you want to be treated
  
  
  • Always do your best
  
  
  • Be accountable for our actions
  
  
  
  


• Performance
  
  
  
  • Serve the highest quality food
  
  
  • Provide world-class service
  
  
  • Maintain flexibility to better serve our clients
  
  
  
  

Competitive Benefits:

• Health/Dental/Vision


• Paid Time Off


• 401(k), matched up to 4%


• Short and Long Term Disability


• Tuition Reimbursement


• Employee Referral Program


• Pet Insurance


• Discounts: Hotels, Travel, Tickets, Restaurants


• Employees and their relatives are eligible for a free meal plan at any of our HBCU client locations while they are attending school

Customer Service Representative

Thompson Facilities Services, LLC

Washington, DC

Full-time, Hourly, Non-exempt

Thompson Facilities Services requires a Customer Service Representative, responsible for providing efficient, professional, knowledgeable, and productive client services and building positive customer relationships with client personnel, service providers, and business partners.

 

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Receive incoming calls, email, and web requests from various geographically located facilities in a professional, patient, and knowledgeable manner.


• Determine the course of action for each call based on pre-established guidelines and policies & procedures


• Provide accurate and timely client work orders.


• Finds solutions to customer problems and assumes a high level of ownership for customer satisfaction.


• Maintain individual daily productivity statistics/performance metrics.

 

Experience, Requirements, and Certifications

• High School Graduate or General Equivalency Diploma (G.E.D.) preferred.


• Two years experience in a Customer Service Environment, preferably in Facilities Management, I.T., and/or Call Center support.


• Experience with Employee Self Service, Call Management, and/or Work Orders Management software.


• Knowledge of CMMS systems: Maintenance Connect, TMA, Maximo, or others.


• Proficient in Microsoft Office applications.


• Strong Data Entry skills.


• Must be able to type at a minimum of 40 words per minute.


• Strong verbal and written communication skills.


• Ability to multi-task and prioritize duties and responsibilities.


• Detail-oriented with problem-solving skills, with the ability to ask appropriate questions to resolve difficult/stressful situations.


• Be able to quickly adapt to change and be comfortable in a structured environment.

 

Working Conditions

• This position operates on a university campus with exposure to waste, hazardous materials, wide-ranging outdoor weather conditions, stairs, sidewalks, etc.  Work may be performed at all times and inside of various campus buildings where lighting and ventilation may be inadequate. Work is also performed on campus grounds and parking lots.

 

About Us

Thompson Facilities Services, LLC provides the physical facilities maintenance support for the historic Howard University (Washington, DC).

Howard University's students, faculty, and staff depend on world-class facility services that provide a memorable education experience. At TFS, our mission is to provide a positive experience to every relationship we are involved in, one guest, one client, one team member at a time.

We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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