Call Center Agent

About Our Client

This organization operates within the client service and field support sector, addressing the demand for efficient communication and service coordination between clients and field technicians. It provides timely responses and manages service requests, ensuring smooth operations in service ticket resolution and technician support.

About the Opportunity

The Call Center Agent role is focused on delivering first-level support to clients and Field Service Technicians by managing service requests and updates. This position is essential for maintaining clear communication, ensuring accurate documentation, and facilitating timely resolutions of service issues, thereby supporting the overall effectiveness of service delivery.

Responsibilities

• Accept and process service requests and updates from clients and technicians via phone and email
• Accurately document call information in the service database
• Provide clients with updates on service status and call completion
• Collect client feedback to enhance customer service
• Troubleshoot service tickets to identify appropriate resolutions
• Escalate unresolved issues to relevant departments as needed
• Assist Field Service Technicians with service tickets, lock access, and workload challenges
• Dispatch lock system combinations and verify technician safety on-site
• Transfer and update service call information among clients and technicians via multiple communication methods
• Communicate critical information to colleagues and departments
• Coordinate with Field Service to update clients on open service calls
• Manage calls to ensure adherence to estimated time of arrival and service level agreements
• Maintain current knowledge of emails, procedures, and call handling documentation
• Process Managed Source tickets according to outlined procedures
• Assign Managed Source technicians based on ticket tier status

Requirements

• Ability to multitask effectively in a fast-paced call center environment
• Self-motivated with minimal supervision needed
• Proficient in documenting conversations and gathering accurate data
• Commitment to high-standard customer service
• Critical thinking and quick decision-making skills
• Clear verbal and written communication and effective listening
• Conflict resolution and problem-solving abilities
• High accuracy, attention to detail, and thorough follow-through
• Meet productivity and quality standards and complete tasks timely
• Maintain confidentiality and professionalism
• Ability to contribute positively to a team environment
• Accurate typing, spelling, and grammar
• Reliable attendance
• Availability to work weekends, holidays, and overtime as required
• Schedule flexibility during paid time off periods
• Previous call center experience preferred
• High school diploma or equivalent
• Proficient with Microsoft Windows, Word, Outlook, and Excel