Job Description

We are hiring for the above position.

Position Summary:

Responsible for 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 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 or Advanced Customer Inbound workgroup.

Major Responsibilities:

You will work in a dynamic, collaborative environment, working closely with customers and coworkers. 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 a technician when on-site service is required. Successfully navigate through complex scenarios to achieve customer satisfaction and prevent escalation, by effectively utilizing customer service skills. Effectively utilize customer service skills and the ability to multi-task. Resolve customer inquiries related to SMS Text appointment confirmations and/or confirm site readiness as needed.

Knowledge, Skills, and Abilities Required:

Superb customer service skills High School diploma or GED Ability to type at least 45 wpm Strong problem-solving and decision-making ability Strong multi-tasking ability Strong written and verbal communication skills Proficient with prioritizing decisions based upon multiple criteria and identifiable standards of policies and procedures. Proficient with aspects of Microsoft Office * General technical knowledge