Posting ID: 7370820
Our client is looking for an inbound rep for an 18 month project (REMOTE).
Responsible for all inbound call traffic into Field & Operations Support Center(s) from both internal and external customers. Provide scheduling support and resolutions to internal workgroups (Customer Care, Account Management, National Sales Centers etc.). Handles all customer scheduling inbound related calls to include appointment reschedules, appointment confirmations, and general appointment inquiries. Handles escalated customer scheduling concerns by providing customer world class customer service and meeting customer scheduling expectations. Act as a liaison for the customer in meeting specific schedule needs by contacting FOSC Productivity Specialists/Universal agents. Also assists with Emergency Dispatch inquiries and follow-up as needed.
Duties and Responsibilities:
Receives approx. 100-150 inbound calls from internal and external customers daily
Handles all calls with "one call" resolution with minimal transfers to resolve customer request
Make the necessary and appropriate decision to dispatch an authorized service provider when on-site service is required.
Effectively utilize customer service skills, technical abilities and resources to satisfy our customer's equipment needs.
Resolve customer inquiries related to SMS Text appointment confirmations and/or confirm site readiness as needed.
Provides quality service to increase customer satisfaction.
Maintain individual performance relative to inbound phone answer rates, customer satisfaction and quality standards
Coordinates with Productivity Specialist with customer scheduling related issues
Schedule a technician for customer when necessary when over the phone troubleshooting cannot be resolved.
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
Recruiter: Justin Goodrich