JobWatch

1+ months

Field Services Call Center

Kelly Services
Grand Rapids, MI 49507
POSITION TITLE: Customer Service/Call Center Representative Field Services





POSITION SUMMARY:



Provides exceptional customer service to internal and/or external customers, including field technicians and business partners.



Responsibilities include but are not limited to: providing standard information, completing forms, determining status of claims and cases based on plan guidelines and meeting or exceeding department metrics for productivity and quality.





ESSENTIAL JOB FUNCTIONS:



Assists consumers by providing highest level of customer service; remains professional and polite at all times.



Provides primary dispatching and administrative duties related to scheduling requests for service to technicians.



Creates, dispatches and processes work orders to field personnel while ensuring all appropriate documentation and data entry is completed in a timely manner; interprets and follows-up on technician reports.



Develops strong relationships with technicians and business partners.



Applies departmental policies and procedures to resolve complex situations.



Sources and onboards new and potential technicians; provides candid feedback and coaching to technician workforce.



Acts as an account owner and business partner to technicians; identifies group opportunities; negotiates as needed.



Performs as a liaison for business-to-business accounts; provides timely responses and completes tasks within established service-level agreements; identifies potential growth opportunities; onboards new accounts.



Responds to standard questions and concerns from customers; follows-up with appropriate documentation on nature and status of claim and/or case; completes a variety of forms and documents based on guidelines, customer responses and operational procedures; informs customer of results and closes out claims/cases as appropriate.



Aids internal and external customers during claim and general call center process; forwards call and relevant information to other team members, departments or supervisors as required.



Performs other duties as assigned.





EXPERIENCE/EDUCATION QUALIFICATIONS:



1-year minimum customer service experience in a call center environment is preferred;



Office or customer service experience is preferred;



High school graduate or equivalent education is required;



Post-secondary education is preferred.





SKILL REQUIREMENTS:



Mastery of the English language (both written and verbal);



Professional telephone etiquette;



Ability to read and interpret information; Proficient computer and data entry skills; comprehensive knowledge of computer operations, including software and web-based programs; SalesForce; Applix; Microsoft Office applications (Outlook, Word, Excel, PowerPoint, etc.);



Ability to solve problems; diffuse escalated customer situations; excellent decision-making and negotiation skills;



Self-motivated with strong work ethic, time management and interpersonal skills; ability to work well with others;



Ability to operate dual screens and multitask; detail-oriented; follows instructions;



Knowledge and understanding of department metrics for productivity and quality;



Willingness to learn; flexibility to adapt to changes;



Maintain professional appearance and provide positive company image.







**We are interviewing today, don't miss out on this opportunity! Send your resume to** **_zachary.skinner@kellyservices.com_** **today for immediate consideration!**




**Why Kelly** **** **?**



As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.




**About Kelly** ****




At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.


Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2020-10-28 Expires: 2020-12-28

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Field Services Call Center

Kelly Services
Grand Rapids, MI 49507

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