Call Center Specialist
Job Description
Job Description
We are looking for a Call Center Specialist to join a busy customer support team. This contract-to-permanent opportunity is ideal for someone who thrives in a high-volume setting, enjoys helping customers, and can stay organized while managing multiple tasks throughout the day. In this role, you will serve as a key point of contact for service-related inquiries, coordinate with internal teams and field technicians, and help ensure each request is handled accurately from intake through completion.
Responsibilities:
• Respond to a large volume of incoming calls from customers and field personnel while delivering attentive and efficient service.
• Document service requests thoroughly and enter accurate work order details into the company system.
• Review completed jobs and finalize work orders with careful attention to correctness and completeness.
• Distribute daily assignments to technicians after schedules have been confirmed by the dispatch team.
• Adjust technician call queues by removing, rescheduling, or updating service appointments as business needs change.
• Examine equipment or service history to gather information that supports issue resolution and next steps.
• Work directly with field technicians to provide updates, clarification, and remote assistance during service events.
• Coordinate with sales and installation teams to address service concerns and maintain clear communication across departments.
• Process customer refunds through the appropriate payment platforms in accordance with company procedures
• Previous experience in a call center, customer service, or other high-volume support environment preferred.• Ability to manage several responsibilities at once while maintaining accuracy and professionalism.
• Strong attention to detail with solid organizational and follow-through skills.
• Comfortable handling difficult conversations and calming frustrated customers effectively.
• Proficiency with basic office tools and customer service software.
• Ability to learn new systems quickly and adapt to changing priorities.
• Clear verbal and written communication skills when working with customers, technicians, and internal teams.
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