Call Center Agent

Milwaukee, Wisconsin
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Type: Contract

Category: Customer Service

Compensation Range: 17.45 Per Hour

Job ID: 139928

Date Posted: 05/15/2019



CALL CENTER AGENT


CALL CENTER AGENT RESPONSIBILITIES:

  • Assists customers with warranty creation using various tools such as SD Warranty, RMA, UPGNet, and other programs to be defined. Completes warranty management steps for assigned and unassigned customers. 
  • Processes special concessionary claim (e.g., KDD, PWP, and UPG SI) requests and manages their progress through the appropriate approval process. 
  •  Assist SSNA branches and the business center in processing branch credits against warranty and concessionary claims. 
  • Prioritizes claims based on established criteria. 
  • Monitors critical claims and coordinates between the technical support, warranty administration and customer to ensure customer satisfaction. 
  • Demonstrates clear understanding of and actively promotes team environment. 
  • Establishes and maintains good working relationships with internal departments such as technical support, warranty administration and parts centers, to ensure consistent service delivery and customer satisfaction. 
  • Works closely with branch field personnel to ensure that warranty information requests are met within the established SLA. 
  • Maintain group documentation in shared filing system. Manages and files all customer documentation and correspondence and responds a timely manner. 

 

CALL CENTER AGENT REQUIREMENTS:

  • Associates degree in Business Administration, Accounting, Finance, Communications or Engineering. Two or more years of customer service experience in a time sensitive environment.
  • Demonstrates a personal commitment to customer service, customer satisfaction, and continuous improvement. 
  • General knowledge should be across a majority of these product groups. Industry equivalents are acceptable. (Applied Equipment, Unitary Products Group, Controls and Terminal Unit applications). Equivalents; (General HVAC knowledge, Chillers, AHUs, Terminal Units and Control Systems) 
  • Demonstrated communication and conflict resolution skills. Strong interpersonal skills and capable of positively representing the company to customers, both internal and external.
  • Ability to work in a fast paced, rapidly changing work environment including handling incoming calls, documents, and ensuring timely responsiveness. 
  • Exemplary attendance. 
  • Professional verbal skills, including clear and concise vocabulary and strong written communication skills. 
  • Advanced PC skills, i.e. Microsoft Office Suite, and various company system applications.

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