Contact Center Agent II (Building Service)

Job Summary

Provides timely responses to customer inquiries by telephone and/or email in an in- or outbound service center, consistent with service and quality standards. Processes customer orders, bills and accounts, and applications for service, maintenance and termination. Troubleshoots and resolves customer complaints. Provides guidance and mentoring to less experienced team members.

Schedule: Monday - Friday (10:00 AM - 7:00 PM)

Company Overview

Established in 1946, TDIndustries has developed into one of America's premier Mechanical Construction and Facility Services companies serving clients through the full life-cycle of a facility, to include engineering, construction, operations and maintenance. For 70 years, our employee-owned company has provided innovative services that optimize the performance of world-class mechanical and electrical systems that serve healthcare facilities, hotels, schools, sports arenas, mission critical facilities and industrial complexes and other essential institutions.

Our employees, whom we call "Partners" are the heart of our success and what sets us apart from our competitors. FORTUNE Magazine recognized TDIndustries as one of the "100 Best Places to Work", "Top 50 Training Organizations" and "Top 30 Companies to Retire From" due to our solid commitment to the personal and professional development of each employee.

Essential Duties

• Communicates effectively to guarantee prompt and responsive service to the customer's immediate and long-term needs and requests, delivering first-rate service to meet or exceed their expectations.Communicates the status of the service call to the customer while it is in progress and follows up with the customer after the service call has been completed. Utilizes formalized scripting to communicate withCustomers in order to provide consistent and organized information.
• Handles customer's administrative needs and requests, delivering first-rate service to meet or exceed their expectations (Billing, AP, Servie Agreement Administration). Provifdes technical assistance to Partners as needed.
• Troubleshoots and resolves customer disputes. Actively seeks customer feedback and ensures timely resolution of customer's issues.
• Serves as a subject matter expert and provides guidance and training to less experienced team members as needed.
• Creates work orders from customer contacts. Creates new customer sites as needed following standard procedures if credit has authorized a new site to be created, and has provided the necessary data to create the stie.
• Handles dispatch responsibility, including coverage for all operation throughout the work week or asneeded to insure coverage.
• Updates customer portals with needed data. Manages all inbound customer contacts via phone, email, web portal and fax in a fast, accurate, customer friendly and professional manner. Monitors all web portals and group emails to clear/set-up service requests pending, following the protocol of each vendors portal. Consistently captures customer information correctly and enters it into a companywide computer program.
• Works cohesively with Service Managers, Service Technicians and Sales Representatives, AccountManagers and Dispatcher Coordinators to meet the needs of the customer each and every day.
• Continuously reviews current processes and procedures in order to improve and strengthen the customer experience and increase overall efficiency.
• Utilize an ACD phone system to manage all inbound/outbound service calls from/to the customer. May manage between 90 and 150 electronic touches per day.
• Maintains a system of customer documentation requirements and adherence processes for all aspects of the service call process. Starts with customer requests through completion, including use of customer protal procedures.

Minimum Requirements

5-7 years of experience.

Ability to multitask, prioritize, and manage time effectively.Strong phone contact handling skills and active listening.Excellent communication skills.

TDIndustries is an Equal Opportunity Employer. TDIndustries recruits qualified applicants and advances in employment its employees without regard to race, color, religion, sex, gender, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/ Females/ Protected Veterans/ Disabled