GREENVILLE, SC 29602
RESPONSIBILITIES AND DUTIES:
Assist in driving field productivity through efficient call handling and support.
Pre-call any customers that fall out of the automated pre-call system to verify issue, scheduled appointment date and time and reschedule missed appointments.
Troubleshoot and resolve issues by fixing the customers problem over the phone with the customer whenever possible. Escalate any issues outside of your technical scope.
Record customer service calls into computer to provide accurate customer service history in each customer account and record of service calls. Follow where s my tech guidelines when notating accounts.
Assist the technicians over the phone.
Close work orders using proper solution and clear codes
Ensure billing is complete and accurate by verifying the services installed are reflective of the services on the account along with the appropriate one-time charges being added to the account
Record and classify all inbound calls with the Call Tracker tool.
High school diploma or equivalent
Two (2) years of call center experience
Excels in a fast-paced environment, high pressure environment
Able to multi-task using multiple software programs simultaneously
Organizes workload for timely accomplishment of work
Attention to details
Must have open availability for working any day 8-10pm, weekends, overtime and Holidays. Must be available for a 3-week training schedule