Job Description
The position is responsible for call center duties such as handling an estimated 80-100 inbound/outbound calls per day that include customers, business partners, field services and
corporate operator calls. In addition this position supports administrative duties for field services, field service managers and program managers. These duties include critical tasks such as processing vendor invoices, ad-hoc reporting, customer surveying, corporate help desk request, vendor service call management and assisting supply chain with inventory support.
JOB DUTIES/RESPONSIBILITIES
Answer incoming calls in English.
Determine the nature of all incoming calls and to act on requests to Open, Update, Dispatch, Order Parts, Close, or Cancel service calls.
Via keyboard and mouse; enter data into two different computer systems as appropriate.
Will be required to interface directly with end-user customers to maintain positive relationship.
Work with District Managers, Regional Directors and Customer Engineers to update calls as necessary.
Re-direct calls that mistakenly get routed to the Call Center.
Assist in other office duties as may be assigned by supervisor.
Work any requests that come in via email to an Outlook inbox.
Ability to work a flexible schedule is required.
SPECIFICATIONS
Data Entry experience on Windows based systems. The ability to type without looking at the keys a plus. Ten-Key experience a plus. Must be proficient with use of Microsoft Office suite (Word, Excel, Outlook). SAP experience a plus. Fluent in the English language. Excellent Customer Service skills.
High School Diploma or equivalent.
EXPERIENCE
Previous Call Center experience or Customer Service experience preferred but not required.
COMMUNICATION
Requires superior oral and customer skills. Must be able to effectively communicate with all levels of Field Service, Customers, Business Partners, and end-user customer personnel. Must be able to deal with people effectively in a customer environment to effectively gather required information to effect service call implementation.
The Call Center Representative must possess the ability to gather information and facts as presented by the caller in order to make sound and rational decisions in an expeditious manner. Must possess an inherent sense of urgency with regard to critical customer conditions.
Ability to enter data, hear effectively, and speak effectively.
We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
