Overview: The Contact Center Agent is responsible for being the first point of contact for the Hussmann customer base. This agent will utilize a variety of applications and resources to determine customer requirements, and resolution for Hussmann’s more complex accounts. They will resolve internal and external customer issue via calls or email and provide the necessary follow up to certain customer. Responsibilities:

• Handle inbound calls and emails (Verisae or Corrigo) from customers or technicians 24/7/365.
• Gather vital details from customers or technicians related to the reason for the call and identify the appropriate course of action needed to handle the call.
• Enter vital details related to service calls in to the appropriate application, determining the priority of the service call, and setting the customers’ expectations.
• Demonstrate advanced knowledge of the dispatch and escalation procedures required during business hours and afterhours.
• Monitor and dispatch service calls to technicians using the on-call application and escalating when necessary.
• Handle offline tasks as assigned by management including but not limited to: Verisae, Corrigo (work order software)

Qualifications:

• High School Diploma Required
• 1+ years of customer service experience
• Excellent telephone and communications skills
• Ability to work in and handle high call volume environment
• Good customer service skills and willing to work flexible hours
• Basic PC skill required, including experience in Microsoft Word and Excel
• Ability to work in a team environment and desire for continuous learning through cross-training
• Ability to follow procedures
• Ability to type a minimum of 40wpm

The salary or hourly range of $12.27 – $23.59 is just one component of Hussmann’s total package. Actual compensation varies depending on the individual’s knowledge, skills, experience and location. This role may be eligible for discretionary bonuses and incentives. The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements.

• Handle inbound calls and emails (Verisae or Corrigo) from customers or technicians 24/7/365.
• Gather vital details from customers or technicians related to the reason for the call and identify the appropriate course of action needed to handle the call.
• Enter vital details related to service calls in to the appropriate application, determining the priority of the service call, and setting the customers’ expectations.
• Demonstrate advanced knowledge of the dispatch and escalation procedures required during business hours and afterhours.
• Monitor and dispatch service calls to technicians using the on-call application and escalating when necessary.
• Handle offline tasks as assigned by management including but not limited to: Verisae, Corrigo (work order software