Call Center Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Receive and manage emails/service requests/updates from clients or technicians via phone and/or email.

• Thoroughly record call details in the database.

• Inform customers about service status and completion of calls.

• Gather client/customer feedback to enhance customer service quality.

• Diagnose a variety of service tickets to identify the best solutions for issues and client requests.

• Elevate unresolved issues and trouble calls to the appropriate department as necessary.

• Support Field Service Technicians with service tickets, lock access, or other various workload challenges.

• Dispatch combinations for S&G lock systems, manage combinations/close seals for Cencon lock systems, and ensure the safety of on-site technicians.

• Transfer and update service call information between clients and technicians via phone, email, and/or text messaging (paging).

• Relay critical information to colleagues and other departments.

• Collaborate with Field Service to deliver timely updates to clients regarding open service calls.

• Manage calls/navigation to ensure adherence to ETA and SLA requirements per contract with clients.

• Stay updated with emails, procedural changes, and call handling documentation.

• Process Managed Source tickets as they are created, following the procedures in the MS Wiki.

• Assign the appropriate Managed Source technician to MS tickets by assessing tier status.

⛳️ Requirements

• Prior experience in a call center is preferred.

• High school diploma or equivalent is required.

• Proficient in Microsoft applications: Windows, Word, Outlook, Excel.

🏝️ Benefits

• Comprehensive training and development opportunities.

• Competitive salary and benefits package.

• Opportunities for career advancement within the organization.