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Weekend Call Center/Triage Specialist

2 months ago

Rock Hill, United States DOC Maintenance Inc Full time $16 - $18
Job DescriptionJob DescriptionDescription:

For over 35+ years, DOC has provided our trusted partners with innovative, custom, total facility solutions for their commercial equipment needs. We strive daily to provide positive experiences and inspiring results by demonstrating unparalleled commitment to our customers, community, and one another.


Call Center Specialist/Triage - Thursday – Monday (9am – 6pm)

The Call Center Specialist / Triage is responsible for diagnosing and resolving equipment issues for external customers. This role requires professional communication over the phone, accurate entry of work orders into the company’s software system, and addressing customer inquiries as needed. The Specialist will be stationed in the office, utilizing computer and telephone systems to interact with customers and coworkers.

Essential Functions:

  • Answer phone calls from customers and field staff, asking key questions to provide adequate technical responses
  • Actively enhance the customer service experience in alignment with company standards
  • Accurately enter service requests into the company software
  • Develop and maintain strong working relationships with coworkers, both internal and external
  • Collaborate with nationwide customers to troubleshoot electromechanical equipment, identifying whether a repair can be resolved over the phone or requires technician assistance.
  • Provide innovative solutions for the Service and Triage departments
  • Update customers on the progress of their service requests
  • Coordinate with the parts department to ensure necessary pre-ordered parts are shipped

Job Competencies:

  • High school diploma or GED required
  • The ability to prioritize in a fast-paced environment with strong accuracy and attention to detail
  • Strong verbal and written communication skills, good reading comprehension, and phone etiquette
  • Able to multi-task and be detailed in written communication
  • Strong computer skills with Microsoft Office and other company-related software
  • Dispatching experience in response to escalated emergencies from customers is preferred

Benefits:

  • Comprehensive benefits package including health, dental, and vision insurance, short-term & long-term disability, life insurance
  • Strong 401(K) match
  • Ongoing training and career development opportunities
  • Paid time off

DOC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability, or any other federal, state, or local protected class.

Requirements: