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Contact Center Agent: 2PM - 10:30PM (Monday/ Tuesday Off)
Overview The Contact Center Agent is responsible for being the first point of contact for the Hussmann customer base. This agent will utilize a variety of applications and resources to determine customer requirements, and resolution for Hussmann's more complex accounts. They will resolve internal and external customer issues via calls or email and provide the necessary follow up to certain customers.
Responsibilities
- Handle inbound calls and emails (Verisae or Corrigo) from customers or technicians 24/7/365.
- Gather vital details from customers or technicians related to the reason for the call and identify the appropriate course of action needed to handle the call.
- Enter vital details related to service calls in to the appropriate application, determining the priority of the service call, and setting the customers’ expectations.
- Demonstrate advanced knowledge of the dispatch and escalation procedures required during business hours and afterhours.
- Monitor and dispatch service calls to technicians using the on-call application and escalating when necessary.
- Handle offline tasks as assigned by management including but not limited to: Verisae, Corrigo (work order software)
- High School Diploma Required
- 1+ years of customer service experience
- Excellent telephone and communications skills
- Ability to work in and handle high call volume environment
- Good customer service skills and willing to work flexible hours
- Basic PC skill required, including experience in Microsoft Word and Excel
- Ability to work in a team environment and desire for continuous learning through cross-training
- Ability to follow procedures
- Ability to type a minimum of 40wpm
- Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
- Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
- Hussmann Retirement Savings & Investment Plan – 401(k) plan with company matching contributions and immediate vesting.
- Paid Time-Off Benefits – Paid time off, stewardship and parental leave.
- Educational Assistance – Tuition reimbursement for job-related courses after six months of service.
- Health Management and Wellbeing Programs –EAP, virtual health management, chronic condition, and tobacco cessation.
Hussmann is proudly committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to veteran status, disability, age, race, color, religion, sex, national origin, genetics, medical condition, or any other characteristic protected by law.
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