Contact Center Agent #658140

Job Description:

• Describe the overall purpose of this position, including the value that it brings to the organization.
• The Contact Center Representative I is responsible for being the first point of contact for the customer base.
• This representative will utilize multiple applications and resources to determine customer requirements, and resolution.

 
PRINCIPAL RESPONSIBILITIES:

• Handle inbound calls from customers or technicians 24/7/365 with minimal assistance.
• 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.

 
ADDITIONAL INFORMATION: (e.g. physical demands, confidentiality requirements, travel requirements)

• Exceptional customer service skills, telephone and communication skills, and the ability to work in a high call volume environment
• Willing to work flexible hours, and overtime as needed.
• Intermediate PC skills required (Microsoft Word/Outlook/etc.), and the ability to type a minimum of 40 WPM.
• Ability to work in a team environment, follow procedures, adapt to change, and desire for continuous learning through cross-training.
• Exemplary attendance is required.
• Other duties as assigned by the supervisor.

 
MINIMUM YEARS OF EXPERIENCE NECESSARY:

• 1-2 YEARS CUSTOMER SERVICE EXPERIENCE, AND DISPATCHING SKILLS DESIRED

 
EDUCATION:

• HS DIPLOMA - REQUIRED BACHELOR'S DEGREE - PREFERRED

 
 
Additional Information:
At FastTek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra.  We act responsibly, give back to the communities we serve and have a little fun along the way.

We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years!

FastTek Global is a financially strong, privately held company that is 100% consultant and client focused, operating in nearly half of the states in the U.S., Europe and India.

We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.

Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:
 

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

 
Plus, we have a lucrative employee referral program and an employee recognition culture.

FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019 and 2020!

To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork
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