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Contact Center Agent III


This is a Full-time position in Dallas, TX posted September 12, 2021.

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. 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 70Ayears, 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.AOur employees, whom we call ‘Partners’A 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 thecustomer after the service call has been completed. Utilizes formalized scripting to communicate with Customers 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 (i.e., Billing, AP, Service Agreement Administration). Provides 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 subject matter expert and provides guidance and training to less experienced team members as municates effectively to guarantee prompt and responsive services to the customer’s immediate andlong-term needs.ACreates 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 provided the necessary data to create the site.Handles dispatch responsibility, including coverage for all Business Units throughout the work week or as needed 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 eachvendors portal. Consistently captures customer information correctly and enter it into a company wide computer program.Works cohesively with Service Managers, Service Technicians and Sales Representatives, Account Managers 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.Provides guidance and mentoring to less experienced team members.Builds and maintains relationships with internal and external customers.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 portal procedures.Will be scheduled on rotation to work on Weekends, Nights, and Holidays Minimum Requirements High School Diploma or GED.5 plus years of experience in Facilities Services industry.AAbility to multitask, prioritize, and manage time effectively.Strong phone contact handling skills and active listening.Excellent communication skills.

by Jobble

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