Call Center-Call Assist Specialist
Job title: Call Center-Call Assist Specialist in Tustin, CA at Leapros
Company: Leapros
Job description: Leapros is a trusted workforce solutions partner, offering customized recruitment and interim staffing solutions, as well as innovative resources designed to empower employers and professionals to accomplish their hiring and career objectives. Operating on a national platform, our areas of concentration include finance and accounting, information technology and engineering, human resources and administration, sales and marketing, supply chain and operations. Whether you are a talented professional or a company looking for a talented professional, we welcome you to take a leap with us!CLIENT PARTNER PROFILE & VALUE PROPOSITION: Leapros has been engaged by a world leader in diagnostic imaging to fill a Call Center Representative role. Position is remote with occasional meeting in the Tustin, CA facility; therefore candidates do need to be local to Southern California. Shift is Sunday through Monday 12pm to 8pm. Sunday hours are 10am to 6pm.POSITION TITLE: Call Center SpecialistPOSITION SUMMARY: As a Call Center Specialist, you will respond to all incoming requests expediently and accurately, open/debrief work orders, order and expedite parts, maintain installed-base data, monitor and escalate pending requests and perform other related duties in the database.RESPONSIBILITIES/DUTIES:
- Answer external customer calls and emails expediently and dispatch their requests professionally and appropriately.
- Open, close, monitor and escalate if necessary all requests received individually and by the Department.
- Daily update of engineers' status and availability.
- Order and expedite parts as requested.
- Review individual open work orders with engineers and cancel unwanted calls.
- Perform satisfactorily to department productivity standards (e.g., average time per call, # of transactions done per hour, average speed of answer, % of time available for calls, etc.).
- Provide initial problem resolution to customers and escalate to next level of support when required.
- Some contact required with immediate management presenting information or recommendations.
- Workload is determined by incoming requests received via phone, email, fax, voicemail or other means.
- Perform other duties as assigned when request volume is low.
- Must be able to work independently with little supervision on specific shifts including managing and prioritizing incoming requests and collateral work.
- Work on diversified tasks that involve a range of complex but standardized procedures. Semi-routine duties may involve solving frequent problems within standards or procedures.
- Position duties involve providing information and making some recommendations within prescribed guidelines.
- Matters outside of standard operating procedures must be referred to Sr. Customer Service Representative, Installed Base Specialist, Team Lead or Manager.
- Perform special projects and other duties as assigned.
- Able to work overtime and alternate shifts as needed.
- Excellent listening and verbal communication skills.
- Good written communication skills.
- Ability to handle fast paced environment.
- Technical background a plus.
- Ability to develop and maintain effective internal and external working relationships.
- 3 years General office experience. Two years telephone customer service help desk experience.