What are the responsibilities and job description for the Customer Service Specialist III position at eTeam?
Job Title : Customer Service Specialist III
Location : Charlotte, NC
Duration : 12 Months
Job Description :
- This role will be Part Time after training and the schedule will look like this : Once training is complete (4-6 weeks, 3 : 30pm-10pm, Monday - Friday), then the position will revert to weekends only and Holidays, 7am-6pm. Opportunity for extra hours throughout the week (misc. time during the shift of 3 : 30 PM - Midnight, Monday - Friday)
20 hours expected with opportunity to work up to 36 max as requested.
Two days hybrid schedule during training, after training position will be Virtual. Will report to 4301 Yancey Rd., Charlotte, NC during hybrid training.
Position Purpose :
The Service Scheduling Administrator (SSA) is responsible for assigning, routing, and adjusting workloads of field service personnel in daily operations for all customer service and company committed work. The SSA answers a variety of inbound technicians, first responders, and emergency customer calls. This position should be able to handle calls that may require additional research and follow up. The SSA must be analytical, use judgment, and have problem-solving skills that resolve customer inquiries in a timely and accurate manner. This position covers after-hours technician support and maintains 24 / 7 / 365 coverage of customer emergency calls.
Nature and Scope :
The Planning & Progression department is a centrally-led and regionally-executed operation responsible for receiving, routing and assigning all orders for the Natural Gas Business Unit. This position requires comprehensive knowledge of field operation workflow and independent judgment in order to optimize workloads when the operational environment changes. This position will require the ability to assess the nature of service call or emergency and employ appropriate human relations skills in order to fulfill the accountabilities in a competent manner. Responsible for scheduling service work and emergency response to a 3-state service area which operates on a 24 / 7 / 365 schedule. On average, receives approximately 56,000 emergency calls on an annual basis. Responsible for monitoring work flow for approximately 350 Service Technicians.
