Call Center Specialist

Job Title: Call Center Specialist
Location: Menlo Park, CA
Duration: 6+ Month (Possible to hire)

Job Description:
We are seeking a Facilities Call Center Specialist I to join our team in Menlo Park, CA. In this role, you will serve as the primary point of contact for facilities-related service requests, emergencies, and inquiries. You will assess situations, prioritize requests, and coordinate the dispatch of appropriate facilities personnel and resources to ensure timely resolution and exceptional customer service.

Key Responsibilities

• Handle a high volume of incoming phone calls, emails, and Microsoft Teams messages in a professional and timely manner.
• Assess the urgency and nature of service requests and dispatch appropriate facilities personnel or equipment.
• Communicate critical information clearly and accurately to field teams, including updates, directions, and service details.
• Prioritize urgent and non-urgent requests to ensure efficient response and resolution.
• Maintain accurate records of calls, dispatch activities, and service requests.
• Participate in shift handovers, briefing incoming personnel on ongoing issues and operational updates.
• Follow established procedures, protocols, and safety guidelines while providing feedback for process improvements.
• Deliver exceptional customer service, even in high-pressure situations.
• Escalate complex or unresolved issues to senior team members or management as required.
• Support additional departmental and operational needs as assigned.

Required Qualifications

• Previous experience in a call center, dispatch, facilities coordination, customer service, or operations support environment.
• Excellent verbal and written communication skills.
• Strong multitasking, organizational, and problem-solving abilities.
• Ability to remain calm, professional, and customer-focused in fast-paced situations.
• Proficiency with Microsoft Office Suite and Microsoft Teams.
• Strong attention to detail and ability to maintain accurate records.
• Ability to work independently and collaboratively within a team environment.

Preferred Qualifications

• Experience in facilities operations, maintenance coordination, dispatching, or emergency response environments.
• Familiarity with service ticketing or work order management systems.