Customer Service/ Call Center Representative Job at TEKsystems in Charlotte

****MUST HAVE 1-2 YEARS OF CALL CENTER EXPERIENCE TO BE CONSIDERED****

Customer Service/ Call Center Representative:

Description

As a Customer Service Representative, you will provide service and support to internal and external customers. This is a pivotal role as you will be the first point of contact for many customers. Therefore, professionalism is key in this high volume and fast paced environment. These resources will be handling 60 - 150 calls that last up to 4 minutes per day.

There are three types of calls they will be receiving.

1. Price quotes and reservations request- this is when customers are calling for a quote that they have or reserve something in their suite
2. Service request – this is when they have equipment on site but not behaving like it should. The customer will call to initiate the service ticket. Eventually the equipment needs repairs.
3. Offerent call- customer done using the equipment on the project. Logistics built in to get truck out there to pick up the equipment.

A lot of request taking data and documenting what the request are. From here they escalate it up to a different department, “tier 2”, which can be the local branch, accounts receivable/payable, inside sales team, and/or digital team whom handles websites, chats, and emails.

Top Skills Details

1. 1+ years’ experience of true call center/ customer service experience (high call volume 60-150 calls)
2. Looking for someone that can think outside the box and have critical thinking skills. This person needs to be empowered to handle the call.
3. Looking for someone with a positive mindset and loves to collaborate. Teamwork and culture is very important to them.

Additional Information

We offer an exceptional environment and the opportunity to learn, grow and advance in your career. You will be supported by a strong management team that will help you achieve your goals. Plus, you will be empowered to contribute at a high level in our dynamic and engaging organization.

Additional duties include the following:
 Answer and appropriately direct inbound customer service calls and emails regarding rental termination requests, equipment service requests, rental requests, billing inquiries, escalations, etc.
 Log all call details into our ERP system
 Escalate after hours emergency service and rental requests
 Adhere to processes and call guidelines as applicable to the call type
 Other duties assigned as needed

Experience Level

Entry Level

External Communities Job Description

1. 1+ years’ experience of true call center/ customer service experience (high call volume 60-150 calls)
2. Looking for someone that can think outside the box and have critical thinking skills. This person needs to be empowered to handle the call.
3. Looking for someone with a positive mindset and loves to collaborate. Teamwork and culture is very important to them.

EVP
Our client is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Work Environment

This is a team of roughly 54 care team members. They have to be open to working Sunday - Saturday 5:30am-10:00pm. They will have to work at least one weekend day a week (Saturday more than likely). Shifts are 11a-8p, 12p-9p or 1-10p. Need to be willing to work these hours

They are looking for someone who wants to grow and develop with them.

Additional Skills & Qualifications

o High School diploma or equivalent
o 1-2 years Customer Service Experience
o Strong verbal skills and ability to speak clearly and articulate
o Data entry skills-40 wpm
o Proficiency in Microsoft applications
o Able to deal with a high volume of tasks, stressful, and sometimes unfamiliar situations
o Excellent time management and efficiency skills
o Excellent organizational skills with heavy attention to detail
o Able to deal with conflict and respond professionally

Impact to the Internal/External Customer

This team makes sure the client runs efficiently and effectively with day to day business.

Interview Information

2 step interview:
Phone Screen - Supervisor and Team Lead for 15-20 minutes. Looking on how well they can communicate verbally over the phone.
WebEx Virtual Interview - Supervisor and Team Lead. Asking behavior based questions.

Business Challenge

They do not have enough/ the right caliber of customer service agents to do the job.