PDS Tech Inc Customer Service Call Center Representative in Farmington, Connecticut
PDS Tech, Inc. is seeking a Customer Service Call Center Representative in Farmington, CT.
24/7/365 Call Center Customer Service Representative - (Split shift (11:30am - 7:30pm M-F / 3:30pm - 11:30pm Sa/Su) CSR) duties are to receive, document, and process telephone calls from customers, mechanics, elevator phones and local offices using an ACD phone system and mainframe data terminal.
Also ensuring the timely dispatching of service mechanics and may be required to escalate requests to field management.
Customer Service Representatives are required to work on other tasks as necessary such as, elevator phone programming and ACE (quality management system).
Candidate must demonstrate a strong familiarity with computers and basic application familiarity.
Excellent customer services skills, including professional phone etiquette and the ability to handle difficult customer and trapped elevator passengers.
Excellent communication skills, including speaking, listening and writing as well as attention to detail and the ability to follow standard processes and procedures is a requirement.
Ability to attain and maintain department performance metrics (such as number of calls per hour, log-in / out times, quality monitoring).
Metrics and acceptable performance standards are established by management which reserves the right to modify them at any time
Candidate must be able to adhere to assigned work schedules, including but not limited to assigned shift, hours and days off.
Candidate must also be able to work regularly scheduled weekends and holidays.
Regular attendance, including the ability to start assigned shift on-time, is mandatory.
Candidate must possess the ability to type at least 25 wpm with accuracy.
Candidate must be able to work well in a call center and team environment and understand shift work and its requirements; including willingness to handle evening shifts, weekends and holidays.
Hours are 11:30am - 7:30pm. Weekend hours required, when scheduled weekends, are 3:30pm - 11:30pm.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.