First impressions last forever. This position is responsible for responding to customer service needs and ensuring a prompt, appropriate, and satisfactory response to all requests. The position gathers and enters data to track the service event and works with customers to resolve their problems over the phone. As appropriate, agents determine when it is appropriate to escalate to Level 2 or to the field teams. If you excel being a customer advocate during a critical time and take pride in ensuring complete satisfaction this position could be perfect for you.
Take incoming calls, e-mails, faxes and website contacts requesting assistance.
Perform data entry of information into various systems.
Perform initial triage of request or problem and attempt to resolve remotely.
Respond to internal or external requests for service.
Perform data reporting to internal and external customers.
Perform follow-up of service requests or in general service performance to internal and external customers.
Understand and proactively think through a variety of types of service events.
2 years experience providing customer service in a call center help desk environment.
High School Diploma or GED
Possess strong computer skills as it relates to typing accuracy and efficiency, internet research, use of email and instant messaging, Microsoft OneNote, Microsoft Office products (Word, Excel, Access), remote control software (Citrix Go To Assist, Logmein, etc.). Knowledge of Great Plains service module a plus.
Possess technical knowledge as it relates to computer hardware and operating systems, printing environments, print drivers, and networking
Ability to work and function efficiently independently or in a team oriented environment.
Ability to communicate effectively orally and in writing with customers, co-workers, other service providers, vendors and management.
Ability to sit in a call center environment
Possess exceptional customer service skills to include (but not limited to):
Strong listening skills to the customer and understanding their problem
Being exceptionally courteous to the customer even if the customer is upset
Being aware of the customers request or situation and any external factors that may be impacting the customers business productivity
Being empathetic to the customers situation
Help provide a warm, friendly environment to the customer and to co-workers to achieve the overall goal of the Care Center
Possess general knowledge of business accounting or billing procedures
Electronic Systems is an Equal Opportunity/AA Employer M/F/D/V, and maintains a drug-free workplace.
Electronic Systems, Inc. (ESI) delivers market-leading technology solutions, exceptional service and consulting expertise to businesses and...