After-hours Call Center Representative

7 days ago


Tacoma, Washington, United States LADGOV CORPORATION Full time
Job Title: After-hours Call Center Representative

 

Job Summary:

We are seeking an experienced and professional After-hours Call Center Representative to join our team at LADGOV CORPORATION. As a key member of our customer service team, you will be responsible for providing exceptional support to our clients during after-hours periods.

Responsibilities:
  • Answer Calls Promptly: Respond to incoming calls within 5 rings or less than 30 seconds of ringing, ensuring timely assistance to our clients.
  • No Long Holds: Ensure that callers are not placed on hold for more than 5 minutes, maintaining a high level of customer satisfaction.
Standard Operating Procedure:
  • This procedure outlines the responsibilities of the after-hours service call provider. Service calls shall be initially ranked for priority according to a provided attachment. All service calls received will be annotated on a computerized service order document. An example is provided by JBLM Public Works. Annotate the customers' information on a provided attachment for that day and time. Email the report to the PW Customer Service Desk by 0700 hours the following normal work day.
Priority 1 & 2 Service Orders:
  • Prioritization: Prioritize service orders based on their urgency, with Priority 1 being considered emergency and Priority 2 being urgent but non-emergency.
  • Attachment Review: Review Attachment 1: Wood WWII building list, if the service call pertains to a building number on this list, contact the contractor from a provided attachment.
  • Contact Supervisors: If it is determined that the service call is not specific to the Applicant's responsibility, then proceed to call the appropriate JBLM Public Works section supervisor from Attachment 4: Supervisor Emergency Callout.
  • Fallback Procedures: Follow established procedures to contact Division Chief, Deputy Directorate of Public Works, and other relevant personnel in case of unavailability.
  • Escalation: If messages are left with all called personnel and no contact is made for a Priority 1 order (serious threat to life/property) and have not heard back within 15-20 minutes, then attempt to contact someone from the appropriate section to respond to the problem.
Priority 3 Service Orders:


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