Call Center Representative

About This Role

Caring for customers and subcontractors across the United States is the main focus of this Call Center Representative role. The position involves handling a high volume of phone calls, addressing inquiries, resolving complaints, troubleshooting problems, and providing information, particularly for airline passengers with luggage delivery needs. It suits a self-motivated individual with excellent customer service skills and computer proficiency.

Responsibilities

• Field incoming requests from end users and customers via telephone, e-mail, or other established support channels
• Document all relevant information including name, organization, contact information, asset details, nature of issue, troubleshooting steps taken, and resolution
• Utilize knowledgebase, FAQs, peers, and all other available resources to aid in incident resolution to resolve customers’ issues effectively and efficiently
• Create a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude
• Answer incoming technical requests, quickly analyze, test, and resolve the calls
• Create requests using a ticketed tracking system to create and track progress of requests
• Process requests that are created via email and communicate with end users
• Monitor and manage orders, following up on statuses and progress
• Communicate to end users and customers, providing updates and statuses on their inquiries
• Accurately enter data to ensure orders are placed correctly
• Collaborate with co-workers to ensure all orders are entered for the day
• Utilize computer systems and multiple applications to manage orders
• Handle instances that involve customers who have been separated from their luggage

Requirements

• Exceptional written and verbal communication skills
• Ability to work collaboratively in a team environment and support team decisions
• Solid multi-tasking, prioritization, and organizational skills
• Must be available to work holidays and weekends
• Must be available to work evening shifts between 3 PM-11:30 PM and 4 PM – 12:30 AM
• Employees are expected at all times to present a professional business-like image, with dress, grooming, and personal hygiene appropriate to the work situation and consistent with the Company’s business standards
• For all male employees, a fully grown in, well-maintained mustache, beard, or goatee is permitted
• No visible tattoos or body piercings are allowed; any tattoos must be covered by your uniform or other means agreed upon by management
• Clean and well-maintained approved uniforms must be worn on shift