The Contact Center Agent is responsible for being the first point of contact for the Hussmann customer base. This agent will utilize the basic applications and resources to determine customer requirements, and resolution. They will resolve internal and external customer issue via calls or email.
Roles & Responsibilities:
Handle inbound calls from customers or technicians 24/7/365. Able to dispatch when necessary.
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.
Handle follow up and escalation of service calls when applicable
During non-business hours, weekends, and holidays monitor and dispatch service calls to technicians using the on-call application, and escalating when necessary.
0-1 year Customer Engagement
High School or GED