- These candidates will be in an inbound call center setting (8 calls per hour / 60-80 calls per shift). They will be answering calls from customers that are having issues with their security/safety equipment.
- For example, a store owner arrives in his store to find that his alarm system is beeping repetitively or that the system will not reset/respond. Many times these calls are vague as the customer does not know who the equipment servicer is - the person in this role will be brought up to speed in training on the products they are able to service and how to identify what the customer is referring to.
- There is a large variety of accounts and equipment used - this person will not need to be an expert by the end of the training. There are notes in each account that help to identify what systems/products they are currently using.
- While they are on the call (called an intake call) they will use the customers address to pull up an account profile. create a service ticket in their ticketing system. There are two ticket tools/systems they will be trained on
- They will also take inbound calls from customers with existing service tickets (asking for an update on when a technician will be scheduled to come out) - ideally they have their ticket number but if not they search by customer address.
- This person will check the dispatcher ticket system to provide an update - if the customer needs to speak with the technician scheduler, they will pass them to that department. No customers are able to speak with the schedulers directly - all calls have to pass through this department first to ensure a ticket has actually been created.
- This person will also close out service tickets for sub contractors. They will call in and explain what to put in the service ticket, this person will type that information in and then will close out the ticket/work order.
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Call Center Representative - Memphis, United States - TEKsystems
Description
Job Description
Job DescriptionCustomer Service Representatives Needed
Description:
Job Title: Intake Specialist
Shifts available: (shifts are in central time)
M-F (x1)
M-F (x1)
M-F (x1)
Job Description: (No billing, contracts, or payments information will be handled in this role)
Skills:
customer service, call center, inbound customer service, inbound call, data entry, administrative support, customer service oriented
Additional Skills & Qualifications:
Qualifications:
1 year in a call center or high volume inbound or outbound calling position (dispatchers, collectors, telemarketers, etc.)
HS diploma or GED
Ability to work in a fast paced environment
About TEKsystems:We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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