Temp to Hire Customer Service Agent - Watertown, WI - Full-time

Description




PURPOSE OF THE ROLE

The Call Center Agent is responsible for handling customer service requests in a courteous, professional and efficient manner. These requests come to the Call Center as incoming calls, faxed documents, or e-mails.



The Call Center Agent is responsible for recognizing unique customer requirements, accurately obtaining all required customer information, entering the information into the Call Handling System, determining how the call should be handled and appropriately dispatching the call to a technician.



KEY RESPONSIBILITIES

• Handling subsequent customer calls regarding service requests
• Working with the Business Centers and technicians to make sure the Call Center is kept informed of any deviations which could result in missed customer appointments.
• Keeping the Call Center Supervisor and/or Manager informed of problems which could jeopardize the ability of the Call Center to provide outstanding customer service.
• Working hours as scheduled and maintaining minimal incidences of absences and tardiness.
• Available to work flexible hours Monday through Friday, Saturdays and some holidays.
• Available to work outside of normally scheduled hours on occasion to maintain adequate staff levels in the department.
• Handling various duties as identified by the Call Center Supervisor or Manager.
• Provide personalized customer service of the highest level. Interacts with customers in a professional, courteous, and friendly manner.
• Must have the ability to treat people with respect and maintain a professional demeanor in all interactions with customers, field technicians, other departments, Independent Service Providers, co-workers, and management.
• Act as a customer liaison recognizing that they are the customer point of contact and doing everything possible to make sure the customer is satisfied when the contact is ended.
• Able to maintain a professional and helpful demeanor during difficult customer calls.
• Ability to recognize when to escalate situations to a supervisor or manager.
• Ability to comprehend, capture and interpret customer information.
• Ability to identify unique customer requirements and vary customer handling to incorporate those requirements into the customer contact.
• Accurately and efficiently enter customer service requests into the Call Handling System and dispatch service requests to the appropriate technicians.
• Ability to adapt to change and meet the changing demands of the work environment.
• Ability to work well as part of a team. Be open-minded towards the ideas and views of others, contribute towards team spirit, and aid others to succeed.
• Follows established departmental procedures to perform duties.
• Willing to learn as they are faced with new questions and situations.
• Make recommendations on process improvements.
• Perform at levels of efficiency and accuracy consistent with those established by the department.
• Follow instructions as well as take responsibility for their actions and keep to commitments.

Requirements




PERSON SPECIFICATION AND CRITICAL SUCCESS FACTORS



EDUCATIONAL QUALIFICATIONS & COMPETENCIES

1. High School Diploma or equivalent required
2. Working knowledge of Microsoft Word, Excel, Access, and Outlook.
3. Ability to understand and apply the correct process depending on the customer and business

REQUIRED SKILLS AND ABILITIES

• Possess good communication, interpersonal, organizational and multitasking skills.
• Above average computer skills.
• Ability to work in a fast paced environment.
• Must be able to sit for extended periods of time.