Call Center Representative

SUMMARY

This position is responsible for contact with both internal and external customers where improper handling will have a marked effect on operating results. Ability to work with other Service Support Team Members.

Will provide 24-hour-a-day, 7-day-a-week support to field offices including logging calls to Branches and paging on-call technicians during non-business hours responding to customer's inquiries or complaints regarding the organization's products or services. Makes periodic calls to existing customers to determine satisfaction with the organization, products, and services. Determines the best method to resolve problems to ensure customer satisfaction and adherence to the organization's policies. Coordinate’s problem resolution with appropriate departments. Informs customers of standard procedures or resolution of problems. Possesses knowledge of the organization's policies, procedures, practices, products, and services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These are the most significant job duties performed. The size, scope, and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

• Answer calls from incoming customers and dispenses call information to the appropriate Branch or Service Contractor.
• Utilize the current system to properly log and page service calls.
• Distribute electronic calls as needed.
• Follow current procedures to ensure consistency and accuracy across the department while continually looking at process improvements and simplifications.
• Identify service offices and/or personnel where intervention may be needed to improve processes.
• Understand 3rd Party Companies being utilized by our key accounts to oversee proper procedures being followed regarding service calls.
• Coordinate field notification, tracking, and payment of SPIFF programs!
• Track Office Information Screen/SMS Scheduler updates, print, and up follow up as necessary.
• Train and assist in the development of new hires.
• Handle other projects as required.

Requirements

REQUIRED SKILLS:

• Proficient with Microsoft Office Products including Outlook, Word, and Excel
• Ability to adapt to changing circumstances, remain calm in stressful situations and adjust plans to meet changing needs.
• Flexible scheduling, work any combination of 1st, 2nd and 3rd shifts including weekend shifts and holidays.
• Ability to continuously learn and grow from successes and mistakes is attentive to details and accuracy and goal-oriented.
• Demonstrates an understanding of working in a team environment and exhibits the ability to turn team diversity into an advantage.
• Ability to see underlying concepts and patterns in complex situations to develop solutions that effectively address underlying problems/root causes.
• Recognize changing customer needs and determine process/procedure updates and/or requirements.
• Work with IT regarding customer needs when appropriate.
• Ability to communicate effectively verbally and in writing.
• Requires strong interpersonal skills and the ability to build trust and rapport with the field service team and third-party servicers as well as both Key and non-Key Accounts
• Ability to develop positive working relationships with others at all levels and demonstrate respect to people at all levels.
• Ability to handle internal and external customers politely and efficiently follows procedures to solve problems, understand company products and services, and maintain a pleasant and professional image.

QUALIFICATIONS

Education and Work Experience

• High school diploma or GED and vocational training in office administration
• 2 years experience in the customer support and service industry

Desired Education/Experience

• Associates degree in business administration
• Bilingual
• Field service experience is a plus.