JouleSmart

Facilities Service Representative (FSR) – Portland, OR

JOB SUMMARY – Facilities Service Representative (FSR)

The FSR serves as a remote operator of JouleSmart’s Integrated Intelligence Gateway (IIG) as part of our Active Oversight service to ensure optimal building operations resulting in a comfortable and healthy environment for both staff and customers.  FSR’s respond to customer inquiries and system alerts from small and medium size commercial building throughout the United States. As a member of a team of dedicated and skilled customer advocates FSRs continually strive to serve our customer’s needs through a positive partnership of mutual respect and understanding. This high quality of service to our customers is conducted with an urgency and commitment to ensure excellence.

ESSENTIAL DUTIES AND RESPONSIBILITES

  • Leveraging the IIG, the FSR monitors customer HVAC and lighting system and associated equipment.
  • Proactively engage customer when opportunities arise.
  • Respond to routine and emergency maintenance requests.
  • Initiate troubleshooting and corrective action while providing outstanding internal and external customer care.
  • Coordinate repairs with department supervisors, tradesman, and customers.
  • Generate emergency and routine maintenance work orders and dispatch appropriate trades.
  • Leverage all communication channels to ensure efficient transfer of information and responsiveness.
  • Review IIG alarms and those related to communications and network status.
  • Take corrective action through direct software intervention or by escalating issue or assigning and dispatching the proper trade for field repair follow-up.
  • Maintain necessary reports, documentation, customer service case, account and contact records.
  • Create and update articles for the JouleSmart knowledge base.
  • Update training materials and supporting procedural documentation (The Client Services Handbook).
  • Compile statistical data and information for review.
  • Assist in the maintenance of JouleSmart’s SharePoint project documentation folders and files.
  • Perform data entry of utility bills and other information.

 

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required.

 

COMMUNICATION and OTHER SKILLS

  • Outstanding communications and customer service skills with a strong sense of responsiveness to internal and external requests. Excellent phone manner, professionalism, and interpersonal skills.
  • Proven reliable attendance and punctuality.
  • Knowledge and ability to operate computerized monitoring system. Ability to respond to complex building problems and initiate corrective action with minimal or no direction.
  • Knowledge of computer systems, data processing equipment, spreadsheet software.
  • General understanding of facility operations and building systems.
  • Proven ability to take a high level of initiative; ability to effectively identify and resolve problems independently as well as part of a team.
  • Ability to exercise discretion, responsibility, and sound professional judgment.
  • Ability to juggle multiple complex tasks, coordinate tasks, and meet multiple deadlines under time pressure with frequent interruptions.
  • Proven ability to quickly learn and implement new technologies and software applications and to apply knowledge to varied environments and changing tasks.

 

EDUCATION and EXPERIENCE

  • 4-year college degree or equivalent work experience
  • 4+ years combined experience that includes at least 3 of the following:
    • Software Implementation
    • Customer service
    • Account management
    • Project coordination
    • Salesforce usage
    • Facilities/property management
    • Experience in the electrical, cable/satellite, HVAC, low voltage, or general contracting fields
  • Practical knowledge of the Microsoft Office Suite
  • User level awareness of collaboration tools such as HipChat, Teams or Slack

 

POSITION DETAILS

Job type: Full time non-exempt. Hours may change based on staffing coverage. Holiday coverage is mandatory, as is overtime when necessary.

Reports to: The Vice President of Client Services.

Location: Based in our Portland, Oregon headquarters

Travel: Limited travel possible

Compensation: Comprised of a combination of salary and bonus (based on successful achievement of customer onboarding and other service-related targets as well as overall company performance)

Benefits: Attractive benefits program that includes Medical, Dental, Vision, 401k, and expense allowances.

 

ABOUT JOULESMART

Based in Portland, Oregon, JouleSmart was founded to make Enterprise level building technology accessible to small and medium-sized businesses.  The JouleSmart solution is a cloud-based technology platform that has been in the market almost 20 years.   The platform transforms small- to mid-sized businesses’ underperforming buildings into intelligent, productive, efficient and comfortable places of business.   At the heart of JouleSmart’s Solution is the Integrated Intelligence Gateway, a proprietary software and hardware platform.  JouleSmart’s Active Oversight ™ provides 24/7 monitoring to maintain a high-performance building. The benefits of the intelligent building include improvements to the bottom line, employee productivity, customer comfort and a reduced carbon footprint.