Call Center Specialist
West Corporation

Job Info

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For this opening we will consider candidates from the following locations: Longmont,CO,United States |

Call Center Support Functions - Provide initial point of contact for internal and external customer communications in the 24-hour/7-day-per-week Public Safety Support Center (PSSC) receiving service requests via phone call, email, and the continual monitoring of other communication channels while logging such service requests in a complete, concise manner in accordance with established policies and procedures

• Obtain information from customers and determine type of action to achieve resolution
• Process Alarm data received from customer sites and collect the data and corresponding media has required to determine type of action to achieve resolution.
• Utilize provided resources to determine if the service request is within the department's scope of responsibility, if so, analyze and handle the request, and direct the communication or ticket to the appropriate person or group
• Direct other service requests not handled by department to the appropriate area to resolve the problem ensuring work orders have been addressed and properly closed out
• Record customer information into the computer database in an accurate manner
• Immediately notify appropriate individuals of any problems that could potentially impact production activities and follow escalation to keep impact minimal
• Update information on service requests tracking customer interactions, and close out service requests when customers' problems have been resolved
• Document all assigned duties with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures

MINIMUM QUALIFICATIONS
Education

• High school diploma or GED required

Experience

• Minimum two years of experience in customer services, in a call center environment, working with ticketing systems required
• Minimum of one year experience in a public safety, 9-1-1, or 24/7 environment preferred
• Basic knowledge of MS Word, Outlook, and Excel required
• Must have flexible scheduling availability 7 days per week from 6am to 5pm
• Must pass applicable background checks (CJIS) as required by position

Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you'd expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond (tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity and pet insurances, identify protection and more)! Apply today to join us in work worth doing !

Compensation for this position starts at $18/hr. This position may be eligible for premium pay depending on schedule.

This job has expired.