General Summary

This position will work in a call center environment answering incoming calls from external and internal customers while maintaining a high level of customer service skills.  Candidate will demonstrate their ability to meet/exceed any SRC KPI’s.  Candidate will be required to Mentor new hires both during and after training as well as assist SRC Supervisor when needed.

Duties and Responsibilities

Receive customer requests for service in a professional manner, obtaining detailed information in order to efficiently dispatch and schedule service calls.

Accurately enter service request information in our SEDU/Genesys system while the customer is on the phone.

Provide a lead role among the Service Coordinators and new hire candidates. Mentoring new hires during and after training as needed.

Participate in Operational meetings providing insight on areas requiring improvement. Evaluate current processes and recommend possible enhancements to ensure more timely and efficient customer service.

Alert management of potential problems resulting from customer or field complaints and work to resolve any customer at risk issues.

Responsible as needed for Elite line training, Mandatory PO weekly report, Temp account daily report.

Additional duties as assigned.

Mininum Qualifications/Skills

3- 5 years customer service experience

Minimum 2 years SRC experience

Ability to multi-task working in a fast paced environment

Excellent written and communication skills

Use of  SEDU/Oracle field cloud systems preferred

High School Diploma or equivalent required