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.


  • 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.



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



  • 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.



  • 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



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.



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.