What are the responsibilities and job description for the Service Specialist position at One Step?
What makes One Step great? Our people! At One Step, we understand that each employee's contributions make us who we are! We are dedicated to creating a healthy and positive culture that empowers every team member to make the greatest impact on our business.
IT company is looking for an experienced Service Specialist to schedule the in-coming service issues in our Technical Customer Service Department. Must have a track record of longevity.
The purpose of this position is to ensure our clients receiving the help they need in a timely manner, by identifying caller needs. This position requires a dynamic, upbeat individual with a technical aptitude. The receptionist is the hub of coordination between the customer and the company.
PRIMARY DUTIES
- Answer/triage incoming/outgoing phone calls, emails, voicemails professionally and cheerfully. Make our customers feel important and that their questions will be resolved in a timely manner. Verification of technical support contracts.
- Enter clients requesting support into the queue.
- Watch queue and dispatch tickets to customer service representatives.
- Keeping all customers not yet assigned to a Specialist well informed as to when their call will be handled.
- Call customers who leave a support call request in voice mail.
- Assist the customer service manager to ensure the Specialist are on the phones at their assigned scheduled times.
- Check open issues for stuck issues and escalate them to the manager for resolution.
- Check open issues daily to be pushed; and update all clients daily on their cases.
- Enter reports of customer complaints into company reporting system.
- Coordinate after-hour coverage.
- Provide administrative support to the technical departments, such as gathering department weekly stats, CRM admin, etc, as needed.
- Other duties as assigned.
SKILLS/ABILITIES
- Must have a technical background and technical aptitude.
- Excellent communication skills, both oral and written.
- Being very dependable and reliable.
- Excellent attendance record.
- Calming communication skills.
- Professionalism at all times.
- Ability to multi-task and good organization.
- Ability to work with different personalities.
- Excellent customer service.
- Ability to be strong willed in order to manage call volume and assign duties.
- Willingness to learn.
- Interest in growing into a technical position.
Other Benefits
- Health
- Dental
- Vision
- 401K
- AFLAC
- Life Insurance
- Personal & Accident Insurance
- Adoption Assistance
- Commuter Benefits
- Training & Development
- Monthly birthday and anniversary celebrations
- Games and parties celebrating holidays
- Paid Vacation Time
- Paid Sick Leave
- Opportunities for Advancement
EOE:
One Step Retail Solutions is an Equal Opportunity Employer (EOE).
