Job description
Summary: Our Call Center Agents are dynamic individuals that work in a fast-paced environment. Effective listening/clear communication are key to receive and process client service requests and updates, along with inputting all information into service software templates. As a part of this team, you will provide first level support to clients and Field Service Technicians seeking assistance with service tickets, part ordering, and usage.
EssentialDutiesandResponsibilitiesinclude thefollowing,butnotlimitedto:
- Acceptandprocessemails/servicerequests/updatesfromclientsortechniciansviaphoneand/oremail
- Accurately document call information in database
- Update customer with service status and call completion information
- Solicit client/customer feedback to improve customer service
- Troubleshoot a variety of service tickets to determine best resolution for issues and client requests
- Escalate unresolved issues and trouble calls to appropriate department, on an as needed basis
- Assist Field Service Technicians with service tickets or other various workload issues
- Transfer/update service call information to and from clients and technicians by phone, email, and/or text messaging (paging)
- Communicate essential information to co-workers and other departments
- Coordinate with Field Service to provide timely updates to clients on open service calls
- Call Management/Navigation to ensure ETA and SLA adherence by contract requirements to Clients
- Staycurrentwithemails,proceduralupdates,andcallhandlingdocumentation
Qualifications, Job Skills & Requirements
- Works well at multi-tasking in a fast-paced ever moving call center environment
- Self-starter and self-motivated individual that requires minimal supervision
- Documents conversations and gathers data quickly and accurately
- Above and beyond customer service in all situations
- Critical thinking and quick decision making
- Clear verbal and written communication and effective listening
- Conflict resolution and problem solving
- High standard of accuracy with attention to detail and thorough follow through
- Meets productivity standards, quality metrics, and completes work in a timely manner
- Maintains professional confidentiality and patience with customers and within the workplace
- Ability to build, maintain, and contribute to a positive team workplace
- Accurate typing, spelling, and grammar
- Dependable with attendance
- Ability to work weekends and holidays, overtime may be required on an as-needed basis
- Schedule flexibility during Paid Time Off may be required to cover shift variance
Experience and Education:
- Previous experience in a call center, preferred
- High school diploma or equivalent
- Proficient in Microsoft applications: Windows, Word, Outlook, Excel
PhysicalRequirements:
- Vision correctable to 20/ 20
- Finger dexterity for keyboarding and computer usage
- Ability to sit and stay focused for long periods of time
