Vacancy expired!
- Review service requests for scope accuracy and special requirements.
- Dispatch emergency calls for Client CSS Technicians and Subcontractors.
- Dispatch emergency calls for Client Access Technologies via SAP & Astea.
- Process 3rd Party Email boxes by generating tickets and responding to customers.
- Process SAT email boxes by generating tickets and responding to customers.
- Handle incoming phone calls from Customers, Field Technicians/Subcontractors, and Branch Personnel.
- Document open service tickets by capturing relevant information from field technicians including times, dates, issues, causes and resolutions.
- Ensures that important commitments are fulfilled, and deadlines met.
- Expresses commitments to satisfactorily resolve and/or escalate customer issues.
- Prioritize customer issues above lower priority activities.
- Must be able to find and research a customer's service and/or alarm history.
- Follows established sequences, policies, and procedures.
- Complete all other tasks as assigned.
- Complete miscellaneous tasks as assigned.
- Excellent written and verbal communication skills, including strong telephone skills.
- Strong computer keyboarding skills; the ability to type while speaking on the telephone.
- Excellent Customer Service skills; able to diffuse tension, listen, empathize, and work to set & meet expectations towards solving customer issues in a calm fashion.
- Excellent attendance track record.
- Possess the ability to build relationships with internal/external customers and vendor partners.
- Creative prioritization and problem-solving skills.
- Strong team player through active participation; able to learn, share best practices and contribute to a positive team environment.
- Experience with Microsoft Word, Excel, Outlook and Internet Explorer.
Vacancy expired!