OverviewThe Contact Center Agent is responsible for being the first point of contact for the Hussmann customer base. This agent will utilize a variety of applications and resources to determine customer requirements, and resolution for Hussmann's more complex accounts. They will resolve internal and external customer issue via calls or email and provide the necessary follow up to certain customer.Responsibilities
Handle inbound calls and emails (Verisae or Corrigo) from customers or technicians 24/7/365.
Gather vital details from customers or technicians related to the reason for the call and identify the appropriate course of action needed to handle the call.
Enter vital details related to service calls in to the appropriate application, determining the priority of the service call, and setting the customers’ expectations.
Demonstrate advanced knowledge of the dispatch and escalation procedures required during business hours and afterhours.
Monitor and dispatch service calls to technicians using the on-call application and escalating when necessary.
Handle offline tasks as assigned by management including but not limited to: Verisae, Corrigo (work order software)
Qualifications
High School Diploma Required
1+ years of customer service experience
Excellent telephone and communications skills
Ability to work in and handle high call volume environment
Good customer service skills and willing to work flexible hours
Basic PC skill required, including experience in Microsoft Word and Excel
Ability to work in a team environment and desire for continuous learning through cross-training
Ability to follow procedures
Ability to type a minimum of 40wpm
Closing Date 10/9/2024The salary or hourly range of $12.27 – $23.59 is just one component of Hussmann’s total package. Actual compensation varies depending on the individual’s knowledge, skills, experience and location. This role may be eligible for discretionary bonuses and incentives. The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements.Our organization offers benefits that are the best fit for you at every stage of your career:Comprehensive Insurance Plans: Health, Dental and Vision, 401k with Company Matching Contribution, Discretionary 401k Company Contribution, Tuition Reimbursement Program, Life/Disability Insurance, Family Leave, Panasonic Employee Discounts, Paid Vacation and Holidays, Wellness Program, Identity Protection, Community Stewardship, Employee Assistance Program and more.Hussmann is a subsidiary of Panasonic USA. We are a leader in providing display merchandisers, refrigeration systems, installation and services to food retailers around the world. We do more than provide a refrigeration system or install and maintain equipment. We provide our customers with solutions to make their businesses better. Finding a better way has always been the Hussmann way. Since 1906, our focus on innovation has helped food retailers succeed. We hold over a 122 U.S. patents as well as 320 international patents from more than a dozen countries. We collaborate with customers across a variety of food retail segments as we work towards fulfilling a promise for better businesses, better partners, and a better world.Hussmann is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to veteran status, disability, age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, genetics, marital status, pregnancy, or any other non-merit based factor.#LI-REMOTEREQ-147096