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Call Center Customer Service - Second Shift

Kelly Services San Jose, CA
  • Expired: over a month ago. Applications are no longer accepted.

Kelly Services is looking for a rock-star Call Center Customer Service Representative to join our elite client in S. San Jose. This is a temp-to-hire position, perfect for someone looking for a long-term position .

Shift: Monday - Friday: 3:00 pm - 11:30 pm

SUMMARY: Project a professional Call Center image through phone/radio/e-mail interaction in a fast-paced facilities (Maintenance & Operations) environment. Provide courteous, friendly, and efficient service to customers and technician employees over the phone/radio/e-mail. Process customer/company requests and dispatch field technicians or other service personnel. Data entry into a CMMS database or other information-capturing method.

RESPONSIBILITIES:

  • Answer phones and respond to customer requests
  • Enter work orders and relevant data into CMMS, and run requested reports
  • Identify, research, and resolve issues using the CMMS or other software applications
  • Follow-up on inquiries not immediately resolved
  • Complete/file call logs and reports
  • Recognize, document and alert the supervisors/management of trends in customer calls
  • Comprehend and follow Call Center Operating Procedures
  • Recommend process improvements
  • Assist with training tools for processes relevant to the Call Center
  • Assist with on-the-job training for new employees
  • Take on special projects, tasks and additional responsibilities as needed


REQUIREMENTS:

  • Ability to multi-task in an extremely fast-paced environment.
  • Demonstrate ability to communicate clearly and professionally
  • Ability to understand and abide by company procedures & policies
  • Excellent organizational skills and attention to detail
  • Strong communication-Expected to work with maintenance technicians, maintenance managers
  • Basic reading, writing, and arithmetic skills required.
  • Computer literate with the ability to learn relevant software applications.
  • Excellent customer service skills.
  • Ability to work both alone or as part of a team.
  • Questioning and listening skills that support effective telephone/radio communication.
  • Ability to use and approach to handle special telephone tasks such as transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
  • Understand the impact of attitude in handling calls professionally and ability to deal effectively with job stress, angry callers, and upset customers.
  • Ability to investigate problems, formulate solutions, and communicate those solutions to the appropriate individuals.
  • Ability to effectively organize, prioritize, and schedule work assignments with minimal supervision.
  • Ability to work cooperatively with management, fellow employees, contractors, etc.
  • 1-3 years previous Call Center experience
  • High School diploma or equivalent

COMPUTER COMPETENCY:

  • Proficient in Microsoft Programs (Word, Excel, Outlook)
  • CMMS
  • Internet Software
  • Box

Kelly Services

Why Kelly®? At Kelly Services®, we work with the best. Our clients include 95 of the Fortune 100TM companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly. About Kelly Services® As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter. Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.

Address

5601 Great Oaks Parkway, San Jose CA 95119
San Jose, CA
USA