• Maintenance Call Center Administrator

    Position Location(s) US-NC-Greensboro
    Requisition ID
    2018-26459
    # of Openings
    1
    Talent Area
    Maintenance
    Postal Code
    27408
  • Overview

    We currently have an opening at our Corporate Office for a Maintenance Call Center Associate. This position will answer incoming calls and work order system service requests from our retail stores to create work orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. Answer incoming calls and requests from vendors. Update work order status in the work order system.

    Responsibilities

    • Answer calls and respond to emails and work order service requests
    • Troubleshoot service requests with stores both telephonically and by email
    • Dispatch Work Orders to vendors
    • Research required information using available resources
    • Follow up and update work orders with required information
    • Manage and resolve service request issues, store complaints, and vendor inquiries
    • Provide customers with product and service information to troubleshoot service requests
    • Enter new customer information into system
    • Update existing customer information
    • Process orders, forms and applications
    • Identify and escalate priority issues
    • Route calls to appropriate resource
    • Follow up customer calls where necessary
    • Document all call information according to standard operating procedures
    • Complete call logs
    • Produce call reports

    The position will include problem analysis and problem solving, with a strong attention to detail. Both verbal and written communication at all levels within the organization will be important.

     

    Requirements

    • High school diploma or equivalent
    • 2 + years of experience in customer service or call center environment
    • Proficient in relevant computer applications
    • Required language proficiency
    • Knowledge of customer service principles and practices
    • Knowledge of call center telephony and technology
    • Some experience in a call center or customer service environment
    • Good data entry and typing skills
    • Knowledge of administration and clerical processes

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