Call Center Agent

Cennox-posted 4 months ago

251-500 employees

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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.

Accept and process emails/service requests/updates from clients or technicians via phone and/or email
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
Stay current with emails, procedural updates, and call handling documentation

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

Previous experience in a call center, preferred
Proficient in Microsoft applications: Windows, Word, Outlook, Excel

High school diploma or equivalent
Vision correctable to 20/20
Finger dexterity for keyboarding and computer usage
Ability to sit and stay focused for long periods of time

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