Responsible for responding to customer interactions with courtesy and professionalism. Responsible for addressing customer concerns efficiently and completely via the telephone and correspondence as appropriate, using information from online systems and office databases. The position requires flexibility to work weekends and/or evenings via a rotating schedule (non-traditional schedule).
Receive inbound calls and correspondence from customers related to services provided. Remain accessible to achieve appropriate service levels Make outbound calls or send approved correspondence to customers or appropriate parties as needed.
Clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns.
Document customer contacts and claims, as appropriate.
Maintain common online and physical files regarding specific activities.
Maintain a high level of application, process, and water and sewer utility knowledge. Identify and relay to Team Supervisor areas of improvement within the customer inquiry and concern resolution process.
Continuously improve call handling skills, systems knowledge, and communications skills and software knowledge, enhancing customer service levels. Be receptive to performance feedback and continuously seek to improve own skills.
Provide exceptional service to the customer that meets or exceeds all contractual service level agreements.
Support and sustain a positive environment that fosters team performance and individual excellence.
Maintain adherence to all policies, procedures, programs, standards of performance and approved business objectives, including those involving affirmative action, communications, community relations, human resources, labor relations, health and safety, and security.
High school diploma, GED, or equivalent plus two (2) years experience in related business environment.
Strong customer service and telephone sales skills.
Strong organization, communication and problem-resolution skills.
Ability to present information or respond to inquiries from groups of managers, associates, customers and contractors.
Skill utilizing on-line internal systems and web-based software preferred; aptitude to learn these skills quickly acceptable.
Proficient typing skills.
Proficiency utilizing MS Office applications and Lotus Notes.
Ability to continuously improve customer service skills and systems knowledge.
Ability to handle difficult calls and avoid escalation whenever possible
Knowledge of customer service and sales protocols.
Bi-lingual(Spanish) a plus
PDS Tech, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.
Founded in 1977, PDS Tech, Inc. is one of the nation's premier specialty staffing firms with 31 offices nationwide. We offer a full range of benefits including:
- Health insurance
- Paid holidays
- Weekly payroll
- Immediate 401(k) eligibility
- Completion Bonuses
- Please note availability of benefits may vary by position
PDS specializes in Engineering and IT arenas including Aerospace, Defense, Electronics, Telecommunications, Automotive, and Energy just to name a few. Our reputation, track record, and years of continuous growth reflect the commitment to quality that our employees and clients experience first-hand. To find out more about PDS, please visit www.pdstech.com
$$$ PDS pays for referrals! $$$
We pay thousands each month in referral bonuses!
Contact a recruiter for details. To find one near you, take a look at where we are.
If you have questions, please click here to contact us.
PDS Tech, Inc. is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.
If you need special assistance or an accommodation while seeking employment, please click here or call 1-800-270-4737 to contact us. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
The law requires PDS Tech, Inc. to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please click on the following links: EEO is the Law and EEO is the Law Supplement
PDS Tech, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. Please see the Pay Transparency Nondiscrimination Provision for more information.
As a Federal Contractor, PDS Tech, Inc. is required to participate in the E-Verify Program to confirm eligibility to work in the United States.
For information please click on the following link: E-Verify