Summary: 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, lock access, part ordering, and usage.

Essential Duties and Responsibilities include the following, but not limited to:

• 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, Job Skills & Requirements

• 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

Experience and Education :

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

Physical Requir e ments :

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