Customer Service Representative
1 month ago
We are in search of a Customer Service Representative to join our team in Pflugerville, Texas. As a member of our team, you will be integral to the smooth operation of our customer service department. This role offers a contract to hire employment opportunity, where you will be tasked with managing customer service requests, interacting with various stakeholders, and maintaining updated job status records.
Rotating Schedule:
Mon & Tues: 9 am - 9 pm
Wed & Thurs: Off
Fri, Sat & Sun: 9 am - 9 pm
Responsibilities:
• Efficiently create and dispatch incoming service requests to technicians.
• Regularly monitor the daily workload in assigned areas to meet client requirements.
• Handle inbound and outbound calls and emails from technicians, customers, and other working groups, ensuring job status information is accurate and up-to-date.
• Evaluate daily workload and make necessary adjustments to the resource plan, which may include reaching out to technicians for additional shifts or jobs during high workloads.
• Diligently follow client procedural requirements and specific processes.
• Respond promptly to escalated requests for urgent installation and repair calls.
• Utilize technical skills such as Salesforce and MS Office Suite to manage customer service tasks and handle ticketing systems.
• Ensure the creation of around 20 tickets a day, primarily through email.
• Offer excellent customer service, utilizing skills in dispatching and communication.
• Assist with high workloads when necessary by taking on additional shifts or jobs.
• Demonstrated experience in customer service roles• Proficiency in dispatching duties, managing tasks and prioritizing workloads
• Familiarity with ticketing systems and their effective use in resolving customer issues
• Excellent communication skills, both verbal and written
• Ability to handle customer complaints, provide appropriate solutions and alternatives within a timely manner, and follow up to ensure resolution
• Strong problem-solving skills and ability to handle difficult customer interactions
• Ability to work independently and in a team-oriented environment
• Availability to work in shifts, during weekends, or holidays if required
• High school diploma or equivalent; higher education degree would be a plus
• Proficiency in using computers and related technology.
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