This position will work in a call center environment answering incoming service calls from our customers, recording, prioritizing and assigning an anticipated scheduled date for service.
Duties and Responsibilities
Receive customer requests for service in a professional manner, obtaining detailed information in order to efficiently dispatch and schedule service calls.
Accurately enter service request information in our ACE/Oracle system while the customer is on the phone.
Utilize the automated scheduler functionality in Oracle (ACE) and assign the service call to the optimal technician based on skills, territories, customer preferred technician (if applicable), availability of the technician, service contract response time, criticality of the call and proximity to the customer.
Demonstrate the ability to prioritize scheduling backorders in addition to tracking and resolving customer issues. Reassign work as needed to manage customer's expectations making judgements based on current workloads and priorities.
Alert management of potential problems resulting from customer or field complaints and work to resolve.
1 -3 years customer service experience
Ability to multi-task working in a fast paced environment
Excellent written and communication skills
Use of ACE/Oracle systems preferred
High School Diploma or equivalent required
May 25, 2012
SimplexGrinnell - 12 months ago
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