Call Center Agent - PT

Title: Call Center Agent - PT

Location: Omaha, NE (Onsite)

Department: Operations Center

Reports to: Operations Center Managing Coordinator

Travel Required: None

Compensation: $17 - $19 Hourly, Non-Exempt, based on experience

Office Hours: Monday - Sunday; 5pm to 8am, with ability to work different shifts; not always a set schedule. Must have the ability to work Holidays as that is the highest call volume.

About the company:

At Signal we make local ownership our strategy. We are the approachable global security brand, providing peace of mind to pursue passion in life for everyone who touches our brand. Our mission is to ensure our customers, owner-operators, and employees feel empowered in their communities and life.

We're your path forward, empowering you to become a subject matter expert supporting our network of customers and franchises who accelerate us into the future. As industry leaders, we invest in leading business technology and resources that free you to focus on developing your career. We're an opportunity to combine your passion to serve and your ambition to grow as you make a lasting investment in your future.

Position Summary:

The Call Center Agent is responsible for receiving incoming calls from national account clients or on behalf of Signal Franchises and dispatching the necessary service to address their need. This individual will also assist local operations to ensure client reports meet reporting standards.

Roles:

• Receive all incoming emergency and non-emergency calls, emails, or other messages from assigned customers
• Use most applicable communication channel to accurately transmit incoming details to appropriate security personnel
• Respond to client dispatch with the outcome of their call
• Maintain a log of all incoming and outgoing calls and their outcome
• Current knowledge of service areas
• Audits Officer Reports daily for quality, and report any client service concerns to management
• Offers suggestions for service improvement regarding potential dispatch efficiencies
• This job description does not contain a comprehensive listing of activities, duties or responsibilities that are required of the position. Other duties, responsibilities and activities may change or be assigned at any time due to organizational needs

Qualifications/knowledge:

• Excellent interpersonal and communication skills, both verbal and written
• Ability to remain calm and communicate effectively during high call volumes
• Ability to exhibit dependability, initiative and discernment in problem-solving
• Consistent attention to detail
• Excellent customer service, organizational and multitasking skills
• Ability to develop unique solutions that balance the needs of the business without comprising service standard
• Willing to contribute to a Championship Culture of teamwork, passion, and collaboration

Skills/Abilities:

• High school diploma or GED required
• Understand and uphold the policies and procedures established by Signal and its core values (Passion, Honesty & Integrity, Relationships, Serving and Learning)
• Experience working in a call center or customer service a plus
• Must be able to pass a criminal background check
• Proficient in English (oral and written), ability to speak Spanish a plus
• Must have a working knowledge of Microsoft Office, including Excel
• Must be willing to work evenings, overnights with some weekends and holidays
• Call center experience preferred
• Must be able to complete all physical requirements of the job with or without reasonable accommodation.

Team Member Benefits:

• Career development assistance
• Tuition Assistance through Bellevue University
• Company-hosted celebrations

The Office Environment:

As part of the company, you can expect to work in a standard office setting where there is a positive team atmosphere. Our office is a collaborative space where cross-department projects are frequent. Occasional overtime may be required as business needs dictate. You will have exposure to moderate noise levels and on occasion outside weather conditions (walking between buildings, networking events).

Physical Demands:

Requires sitting and standing associated with a normal office environment. Manual dexterity needed for using a calculator, computer keyboard, and phone. This description is intended to provide only basic guidelines for meeting job expectations.

Physical Demands key:

N (Not Applicable) Activity is not applicable to this occupation.

O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5 hrs./day)

F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5 hrs./day)

C (Constantly) Occupation requires this activity more than 66% of the time (5.5 hrs./day)

O (Occasionally) Walk, Reach above head, Climb, Crawl, Squat, Kneel, Bend, Carry 11 lbs. or more, Push/pull 11 lbs. or more

F (Frequently) Stand, Sit, Handling/Finger dexterity, Reach outward, Carry 10 lbs. or less, Push/Pull 10 lbs. or less

Signal is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.