Customer Service Representative

Customer Service Representative

Our client is seeking Customer Service Representatives to join their team. As a CSR, you will be part of the call center supporting the client. The ideal candidate will have CSR experience, strong computer skills and attention to detail which will align successfully in the organization.

Location: Moline, IL

Pay Range: $17-19 per hour

POSITION PURPOSE: The Service Center Agent represents themselves to our customers as the voice of our client. At all times, the Service Center Agent must exhibit the highest level of professionalism to ensure that our customers receive the highest quality of service from the our client. Receive incoming calls from client customers and accurately identify the customer in the Remedy database. Accurately dispatch elevator service technicians to building locations. Work schedule may fluctuate weekly due to call volume. It is imperative that the Agent report to work on the times and days scheduled. The Agent must be able to effectively communicate (speaking and writing) with callers. Must be able to discuss problems with the customers and/or technicians when the Service Center Supervisor or Branch personnel are not available or able to assist. Report problem calls to the Service Center Supervisor.

Receive incoming calls from customers calling for service from our client. Calls are to be answered promptly.

Identify customer in the Remedy database by seeking specific information from the caller. After accurately identifying the customer in Remedy, identifies the correct client service technician and accurately dispatches the call. Timeliness and accuracy are stressed.

Receive incoming calls from customers calling the client Spares lines, client Information lines, the Branch office, providing the customers with quick and accurate information concerning these inquiries. Immediately reports to the Shift Coordinator any calls involving entrapment or injury. Monitor all calls to ensure that they have been dispatched to the proper service technician. Provide proper guidance on how to use the Nextel system to the Service Technician when assistance is required. Answer all calls promptly to strive for no calls going into the queue. Provide the customer with professional and friendly customer service.