Call Management Associate

Burroughs • Elmhurst, IL

1d • Onsite

About The Position

The Call Management Associate provides real-time management of maintenance and project service calls for an assigned region. The role aims to improve technician efficiency and customer satisfaction while meeting customer SLAs as much as possible with available field service staffing. It also takes day-to-day call management work off the District Manager.

Requirements

• High school diploma or GED.
• Prior customer service or equivalent problem-solving experience.
• Effective use of Microsoft applications, including Windows, Outlook, Excel, and Word.
• Knowledge of the assigned territory and technicians to enable effective call management.
• Knowledge of Burroughs systems and procedures for handling and documenting calls.
• Customer service skills; listening, patience, and strong oral and written communication.
• Ability to work independently and exercise sound judgment in decision-making.
• Ability to work collaboratively with coworkers to resolve issues and problems.
• Analysis and problem-solving skills.
• Punctuality and reliability.
• Ability to multitask and work in a fast-paced, changing environment.
• Attention to detail and initiative.

Responsibilities

• Monitor service and project calls for the assigned region and reassign calls based on SLA requirements, technician availability, and technician location.
• Use knowledge of the assigned territory to reassign calls effectively based on technicians’ current locations.
• Respond to customer escalations for the assigned region, coordinating with Service Technicians and District Managers.
• Alert the District Manager to at-risk SLAs and service issues that cannot be resolved.
• Document service call actions in the Burroughs Service Center system.
• Work with District Managers to understand technician and regional objectives and desired targets for efficiency and customer satisfaction, and manage calls to support those objectives.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED