CALL CENTER SPECIALIST
West Corporation

Longmont, Colorado

Posted in Telecommunications


This job has expired.

Job Info


For this opening we will consider candidates from the following locations: Longmont,CO,United States |

BASIC FUNCTIONS
Responsible for providing initial point of contact for internal and external clients in the 24- hour/7-day-per-week Public Safety Support Center (PSSC)

Obtain information from intake sources and determine type of action to achieve resolution

Record customer information into the computer database in an accurate manner, establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided

Assist with department interactions by escalating workflow and communication issues to the appropriate personal to help identify trends indicating the need to revise existing methods and procedures
MAJOR JOB ACCOUNTABILITIES
Call Center Support Functions - Provide initial point of contact for internal and external customer communications in the 24-hour/7-day-per-week Public Safety Support Center (PSSC) receiving service requests via phone call, email, and the continual monitoring of other communication channels while logging such service requests in a complete, concise manner in accordance with established policies and procedures

*Obtain information from customers and determine type of action to achieve resolution

*Process Alarm data received from customer sites and collect the data and corresponding media has required to determine type of action to achieve resolution.

*Utilize provided resources to determine if the service request is within the department's scope of responsibility, if so, analyze and handle the request, and direct the communication or ticket to the appropriate person or group

*Direct other service requests not handled by department to the appropriate area to resolve the problem ensuring work orders have been addressed and properly closed out

*Record customer information into the computer database in an accurate manner

*Immediately notify appropriate individuals of any problems that could potentially impact production activities and follow escalation to keep impact minimal

*Update information on service requests tracking customer interactions, and close out service requests when customers' problems have been resolved

*Document all assigned duties with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures

Customer Service - Strive to maintain the department's relationship with internal contacts and external clients ensuring the highest quality, responsive service possible is provided

*Insure that high levels of customer fulfillment are provided during each point of contact with customers

*Demonstrate excellent verbal and written communication skills when working with all clients

*Follow-up on all matters in a timely manner and pursue all issues until final resolution for the client

*Utilize and apply provided scripts, and other resources to assure customers and clients receive proper issue handling

*Escalate any situation outside the employee's control that could adversely impact the services provided to designated personal or supervisor

*Provide feedback concerning recurring problems and recommend improvements aimed at reducing future occurrences

*Maintain basic understanding of architecture and applications that makeup the company's products

Team Interfaces - Establish and maintain a professional relationship with internal/external customers, team members and department contacts

  • Cooperate with team members to meet goals or complete tasks
  • Provide customer service that exceeds customer expectations
  • Treat all internal/external customers, team members and department contacts with dignity/respect
  • Escalate work flow and communication issues to supervisor
Mental and Physical Requirements - -

*This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers

*The nature of the work in this position is sedentary and the incumbent will be sitting most of the time

*Essential physical functions of the job include typing, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day

*Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day
Related Duties as Assigned - -

  • The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents


  • Consequently, job incumbents may be asked to perform other duties as required
  • Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
  • Please contact your local Employee Relations representative to request a review of any such accommodations
MINIMUM QUALIFICATIONS
Applicant for this job will be expected to meet the following minimum qualifications. Education

*High school diploma or GED required

Experience

*Minimum two years of experience in customer services, in a call center environment, working with ticketing systems required

*Minimum of one year experience in a public safety, 9-1-1, or 24/7 environment preferred

Other

*Basic knowledge of MS Word, Outlook, and Excel required

*Must have flexible scheduling availability 7 days per week from 6am to 5pm

*Must pass applicable background checks (CJIS) as required by position


This job has expired.

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