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Call Center Representative

North Canton, OH

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This is for 1st shift 8am through 5pm M-F. Must have solid work history and call center experience Looking for Inbound Call Center experience. Respond to and assist customers who communicate via e-mail or telephone with service problems and requests Responsible for accurately relaying customer needs to appropriate field management and technical associates Respond to and assist internal customers who use e-mail or telephone to retrieve new service information, input service information into the database for historical purposes, relay system messages, and perform customer service related administrative functions Respond to customer network operation centers that use Auto-dispatch Systems. Provide for appropriate acknowledgment of call by accurate coding Provide proper handling of customer dissatisfaction issues and escalation of urgent service needs via message to appropriate personnel or transferring caller Call customer sites in attempt to locate service engineers working out of pager range. Monitor outstanding pages to ensure customer service engineers are notified of urgent calls Perform quality audits as required Perform on-the-job training as required Participate in meeting group service objectives of a 24-hour/7 day call center through contribution to capacity Place after hours part orders Perform other functions as required for the successful operation of the organization HS Diploma/GED 6 months or less Personal Computer, Windows Software Assignments require some investigation and some independent judgment
Updated 06/13/2018
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