[Hiring] Call Center Agent @Cennox

Role Description

Our Call Center Agents are dynamic individuals that work in a fast-paced environment. Effective listening and 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, lock access, 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, lock access, or other various workload issues
• Dispatch combinations for S&G lock system, dispatch combinations/close seals for Cencon lock system, and verify safety of on-site technicians
• 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
• Work through Managed Source tickets as they are created in accordance with the procedures outlined in the MS Wiki
• Assign the appropriate Managed Source technician to MS tickets by determining tier status

Qualifications

• 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

Requirements

• Previous experience in a call center, preferred
• High school diploma or equivalent
• Proficient in Microsoft applications: Windows, Word, Outlook, Excel

Physical Requirements

• Vision correctable to 20/20
• Finger dexterity for keyboarding and computer usage
• Ability to sit and stay focused for long periods of time