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11 days old

Service Resolution Specialist

Kelly Services
Fishers, IN 46038
**Service Resolution Specialist, 100% Remote**


Kelly Services is currently seeking a Service Resolution Specialist to work for one of our top clients; work location is 100% remote.


This is a contract to hire role and the hours would be Monday-Friday from 8:00 AM-5:00 PM CST.


Service Resolution Specialists are responsible for tracking and responding to escalations from internal and external customers regarding service delivery. Some of the daily responsibilities include researching and resolving issues related to service tickets, engaging with the Field Delivery Organization and Service Dispatch to ensure Customer requests are handled appropriately in line with business priorities and goals. This position regularly interacts with Customers, Sales, Customer Service, and Field Service Leaders and Technicians.


**Responsibilities**


+ Be the point of escalation for service ticket issues and work with various groups to resolve the issues and communicate the resolution plan.

+ Research service and/or alarm history for priority customers and analyze service ticket portfolios to ensure the service requests are being handled appropriately and SLAs are being met.

+ Identify pending items preventing completion of service tickets and work with local branches and dispatchers to help prioritize scheduling of return trips and follow-up for aging service orders.

+ Review customer service history and advise the service manager of recommended actions to proactively resolve or reduce service issues.

+ Promptly reply to customer communication and follow-up with customers as promised.

+ Follow established sequences, policies, and procedures.

+ Complete all other tasks as assigned.


**Qualifications**


+ Some college or bachelors degree preferred.

+ Excellent written and verbal communication skills, including strong telephone skills.

+ Strong computer keyboarding skills; the ability to type while speaking on the telephone.

+ Excellent Customer Service skills; able to diffuse tension, listen, empathize, and work to set & meet expectations towards solving customer issues in a calm fashion.

+ Experience organizing, planning, and setting priorities that require critically evaluating outcomes in a complex work environment.

+ Ability to organize, plan, set priorities, and work in a highly deadline-oriented environment.

+ Possess the ability to build relationships with internal/external customers and vendor partners.

+ Creative prioritization and problem-solving skills.

+ Strong team player through active participation; able to learn, share best practices and contribute to a positive team environment.

+ Experience with Microsoft Word, Excel, Outlook and Internet Explorer.


**_Apply Today!_**


_*Available for purchase and administered by a designated third-party vendor._


**You should know:** Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process.


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


By partnering with Kelly Technology, youll have direct connections to top companies around the globegiving you the chance to put your tech skills to work on some of todays most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, keep learning, and move your career forward.


**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/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). 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: 2022-05-13 Expires: 2022-06-13

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Service Resolution Specialist

Kelly Services
Fishers, IN 46038

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