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Service Desk Call Representative
4 months ago
Service Desk Call Representative
Tulsa, OK, USA
Req #2496
Monday, May 20, 2024
We're Not Just in the Packaging Business-We're in the "Wow" Business
Pregis is Hiring
Why Join Pregis?
Pregis is in the packaging business to protect what matters. We are committed to providing our customers and employees sustainable growth through purpose-driven innovation and customer-centric packaging solutions. If you are looking for a company that is thriving across various high growth industries and is innovative, customer focused, high integrity, believes in strong teamwork and collaboration, Pregis is the company for you. Check out the Pregis Purpose to learn how sustainability and social responsibility is at the very core of our company DNA.
Summary of Job
At Pregis, our Service Desk Call Representative is a primary engagement point for our customers. We are looking for a polite, professional individual to work closely with other team members to provide outstanding service to our customers by answering questions, handling escalations, and assisting in resolving the customers questions and concerns. The Call Representative may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to customers to understand the reason for their call, address questions, and provide an accurate and efficient response. The ideal candidate will be customer-focused, detail-oriented, efficient, polite, reliable, knowledgeable, and adaptable.
The schedule for this role is 4.5 days (36 hours) Monday through Friday and from 8 AM to 12 PM on either Saturday or Sunday for a total of 40 hours per week. There is mandatory overtime during busy season in November and December, working 40 hours Monday through Friday and from 8 AM to 12 PM on either Saturday or Sunday.
Essential Functions and Responsibilities
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Call Customers to inform them about service and work order statuses.
- Guide Customers through service ticket and part order creation, updates, and closures.
- Review Customer account or service & part history, providing updates and information about billing, shipping, and schedule statuses.
- Collaborate with other members of the Service Desk to improve customer service.
- Help train new employees and information them about company's policies and procedures.
- Support, demonstrate and promote Pregis' core values: integrity, collaboration, customer focus and innovation.
- Adheres to the highest standards of company safety programs, guidelines, rules, and regulations including all personal protective equipment (PPE) requirements
- Attend meetings and complete safety trainings as required.
- Performs other job-related duties as assigned.
- If requested, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job, absent undue hardship to the business.
Competency (Knowledge, skills, and abilities)
- Strong communication, both written and verbal.
- Great active listening skills.
- Exceptional interpersonal and rapport building skills.
- A patient and empathetic attitude
- Strong time management and organizational skills
- Adaptability and flexibility
- Comfortable working in fast-paced environments
- Demonstrate logical troubleshooting steps.
- Computer literacy
- Phone skills, including familiarity with IVR based phone systems, queues and skills workflows.
Education and Experience
- Minimum of a High School diploma or GED equivalent
- 1-3 years of applicable experience
#pp
Diversity and Inclusion
We believe in diversity of thought and bringing together other traits and characteristics that make an individual bring a unique experience to Pregis. We strive to foster an inclusive environment where behaviors and social norms ensure people are welcome.
Affirmative Action/EEO Statement/Inclusion
We offer equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We support inclusion and believe in welcoming a collective sum of individual differences, thoughts, traits, and characteristics to represent Pregis' culture and achievements.
Visit us at www.pregis.com for more information about Pregis LLC.
Other details- Job Family
Field Service - Job Function
Field Service - Pay Type
Salary
- Tulsa, OK, USA
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