What are the responsibilities and job description for the Call Management Associate position at Burroughs, Inc.?
Job Summary:
Provide real-time management of maintenance and project service calls to ensure that Burroughs technicians are as efficient as possible, and that customer SLAs are met to the greatest extent possible with existing Field Service staffing. The objective of this role is to ensure customer satisfaction and Field efficiency, and at the same time eliminate the day-to-day call management workload from the District Manager.
Essential Functions/Key Responsibilities:
- Monitor service and project calls for assigned region, reassign calls based on SLA requirements, technician availability, and technician location.
- Demonstrate understanding of assigned territory such that reassignment of calls can be effectively handled based on technician’s current location.
- Answer customer escalations for assigned region, coordinating with Service Technicians and District Managers.
- Alert District Manager of at-risk SLAs and service issues that cannot be resolved.
- Document service call actions in Burroughs Service Center system.
- Work with the District Managers in assigned region to understand technician and overall region objectives and desired targets/results for technician efficiency and customer satisfaction. Perform call management functions to contribute to these overall objectives and targets.
Knowledge, Skills and Abilities:
- Knowledge of assigned territory to and technicians to enable optimal call management.
- Knowledge of Burroughs’ systems and procedures for handling and documenting calls.
- Customer Service.
- Listening, patience, and strong communication (oral/written).
- Ability to work independently.
- Ability to exercise sound judgement and make good decisions.
- Team centered / work well with co-workers to resolve issues and problems.
- Analysis and problem solving.
- Punctual and reliable.
- Multi-tasking.
- Work well in fast-paced ever-changing environment.
- Attention to detail.
- Initiative.
Physical Requirements and Working Conditions:
- This is largely a sedentary role, requiring use of typical office equipment such as computer, laptop, and cell phone.
- Office position.
Education and Experience:
- High school diploma or GED.
- Prior customer service or equivalent problem-solving experience required.
- Effective use of Microsoft applications including Windows, Outlook, Excel, and Word.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice depending on company/client requirements.
