Customer Support / Operations Representative - 1 (2655668)
Location: Allentown, Pennsylvania - United States
Posted: 11/10/2019

Customer Support / Operations Representative - 1

Unit Description: Sodexo USA is currently searching for a Customer Service Representative for our Allentown office. The position will work in our supply management operations support call center. Under general supervision of the Director of Customer Service and Support, the Customer Service Representative provides user support, general problem analysis and resolution, and technical assistance for procurement services applications for Sodexo managed accounts and entegra participants by: Answering questions and inquiries from customers via the telephone, Internet, fax and other technologies, using established fact-finding procedures, customer service methodologies, knowledge of pertinent processes and procedures, and familiarity with software applications. Providing timely and complete resolution of user questions/problems/issues with customer satisfaction being the goal; customers may be any user across Sodexo and entegra businesses (unit, divisional, or corporate staff and management). Gathering data on customer issues and conducting test case scenarios to confirm and understand root problem/issue cause(s); this assists in selecting the most appropriate problem solving technique for the situation; problems and issues suspected of impacting many, or all, other customers will be escalated to the Director of Customer Service and Support for handling, Tracking and investigating customer calls through a computerized system (currently HEAT, in the future CRM); documenting problem-solving techniques in an automated knowledgebase tool. Participating in on-the-job training to increase and maintain job competency in the areas of dealing with difficult customers, business writing and presentation skills, computer technology used at Sodexo, and coping with workplace stress. Disseminating customer service and deployment data, information, experience and outcomes verbally and in writing via phone consultations, meetings, and memoranda to internal staff, management, regional offices and customers. Demonstrating listening and questioning skills to uncover all aspects of problems (for complete resolution and customer satisfaction). Required Knowledge, Skills, and Abilities: Bachelor’s or Associates Degree in a computer technology and/or business related program, or equivalent work experience. Experience of directly supporting customers in a help desk or call center environment (1 year minimum), General working knowledge of PC hardware and peripherals, Windows and Internet knowledge, Demonstrated problem solving skills, Strong written and verbal communication skills, Ability to use PC data analysis and communication tools, Capable of working under general direction – sometimes under stressful situations, Ability to work independently or as part of a team, strong analytical and organizational skills. Some weekends may be required.
Job Description:

Position Summary: Serves as a direct point of contact for customers. Responsible
for ensuring customers receive an adequate level of service with their
questions, concerns and/or issues. Answers/responds to routine questions and
inquiries from customers via the telephone, Internet, fax and other
technologies, using established fact-finding procedures, customer service
methodologies, knowledge of pertinent processes and procedures, and familiarity
with policies, vendors and specified products/services. Consults with or
transfers more difficult issues to the Rep II or management.
Knowledge & Skills: Effective communication skills and ability to work with
customers through a variety of means ? telephone, email, fax, regular mail or in
person. Ability to enter data and/or create spreadsheets using information
provided. Knowledge of markets/services call center is supporting (i.e. payroll,
benefits, supply management, IS & T, etc.). Working knowledge of Microsoft
office. .Demonstrated problem solving skills. Analytical skills necessary in
order to assess issues and develop appropriate resolutions.

Basic Education Requirement: High School Graduate

Basic Functional Experience: 1 year customer service
Position Posting Title: Customer Service Representative

Additional Requirments / Information

Job Capacity:Employee (full-time)
Minimum Education Level:See Job Description
Visa Sponsorship: No
Related Industries:Customer Service
Sodexo strives to make every day a better day for the people and the communities we serve, and a better world for future generations. As a leading provider of food and facilities management services throughout North America, we are committed to continuing to lead our industry in addressing the challenges that are impacting our communities.

Our mission is to create and offer services that contribute to a more pleasant way of life for people wherever and whenever they come together. Being socially responsible is central to this commitment and the reason why we have become the first company in our industry to endorse the Global Sullivan Principles of Social Responsibility.

Through education, training, and rewarding best practices you can apply your abilities in your current specialty, or expand your ambitions into countless other disciplines where we provide service. With locations all across North America, you can build the career you want almost anywhere you want.

*Sodexo has requested along with applying online at you also fill out additional information on their site. Please click 'Apply Online' to begin the application process.

* If you would like to find out more about this position or this particular hospital, please click on the 'Information' button. We realize that you may need further information even if you are not ready to apply for a job at this time.

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