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Form of workJob Description
Job Description:
Pay Range $10hr - $15hr
Principal Responsibilities:
Pay Range $10hr - $15hr
Principal Responsibilities:
- Shift Schedules.
- Adhere strictly to shift schedule. Timeliness a key requirement.
- Flexibility to changes in shift schedules, as dictated by Management is required.
- Call Handling.
- Provide comprehensive technical support services to support center customers.
- Work within Service Level Agreements, including but not limited to Average Speed of Answer,
- Average Talk Time, Abandon Time, Hold Times, etc.
- Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact.
- Use all available Knowledge Management Tool during the call.
- Take all necessary steps to ensure customer satisfaction at the end of the call.
- Create and submit detailed call logs documenting customer interactions.
- Accuracy, thoroughness, and timeliness are key call logging components.
- Confirm and update customer profile information as needed.
- Escalation.
- Promptly notify management of any potentially dissatisfied customers.
- Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention.
- Open Calls.
- Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.
- Knowledge and Standards:
- Proactively seek and possess business acumen for all clients supported.
- Maintain technical proficiency in all applications utilized by clients supported.
- Participate in all company organized training events.
- Contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution channel.
- Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
- Other tasks.
- Perform customer support related tasks and special projects as assigned by management.
- Liaise as necessary interdepartmentally to seek resolutions to all issues reported Participate in client events, as appropriate (resource on site, client training, etc.).
- Accountability - Strives to take appropriate action in all aspects of work.
- Accepts personal responsibility to set expectations and meet commitments / objectives, which requires us to stay.
- focused, work independently and as team as well as set our own personal standards.
- This includes taking responsibility for our schedules, attendance and punctuality.
- Adaptability - Adjusts to new conditions, work situations and responsibilities.
- Welcomes the opportunity to learn new tasks and accepts feedback positively.
- Communication - Clearly conveys key messages, written and verbally.
- Recognizes when a miscommunication has occurred and acts to correct it.
- Holds crucial conversations, when required, in a professional and productive manner.
- Excellent verbal and written communication skills.
- Customer Service Skills.
- Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications.
- Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
- High School Diploma or equivalent required.
- Microsoft Certified Professional certification preferred.
- Minimum of 6-12 months of previous call center, computer support, or customer service experience preferred.
