About this role
Role Overview
- 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
Requirements
- Previous experience in a call center, preferred
- High school diploma or equivalent
- Proficient in Microsoft applications: Windows, Word, Outlook, Excel