Hybrid Customer Service Representative

Schedule

• Mainly Monday-Friday from 8am-7pm are hours of operation. Some rotating to other time zones, is the reason for the later need. Also a hybrid role working in the Troy office from Tuesday-Thursday and then working from home on Mondays and Fridays.

• Must be flexible to work one Saturday every 5 weeks or so. This will typically be needed during the summer, but it is not often. Saturday's are WFH. 9-3pm are hours of operation but they do have 2 shifts. Will work either 9-1pm or 11-3pm. 2 people are scheduled each Saturday.

• Take home laptop, extra monitor, key board and mouse if they need it and headset.

• HOURS - 9:30am to 6:30pm OR 10am to 7pm. 2 open (1 each)

• 10a-7p, they can leave to home for lunch - NEED this one filled FIRST due to the manager missing 2 people. No coverage here currently.

• 9:30a-6:30p - stay onsite after lunch.

• 1 hour lunch unpaid.

Description

• Handling numerous inbound calls for all of our current and past customers! The point of this department is to ensure top customer service experiences where they don't need to leave voicemails, be put on hold, or continuously transferred around the company.

• Inbound and outbound call center. Communicate with customers for servicer repairs, new customers for start to finish, call to check in, make sure everything is order for payments, permits and at the end of the install, are they satisfied. If not, there is a eservice request. No day is the same but that is the bulk of it.

• Shaneal's team did just merge with the install team.

• Project coordinator and customer service.

• Work manually from the task list (check in in the morning, calling to get signed docs, is financing activated, and set by priority each day, and tasks in between.

• People struggle with scheduling services.

o 3 systems. Stepps is one, use 5-9 (Calling system) and a shared calendar in outlook. Use Zoom too.

• Multi-screens 2-3.

Continued explanation of the types of calls

• Handling service requests for all of our past customers. Scheduling service technicians and service crews to come to the customer's home to help with what's needed.

• Processing payments over the phone. Contacting the customer to get final payments once the installation is complete. Letting them know they can pay over the phone with debit/credit card, complete an ACH form that we can email to them to pay with banking information, or ask us to send a sales rep to pickup both cash/check.

• Giving information on products if they are interested in having something new updated on their home.

• Asking questions about their current installation. Seeing where the crew is at within the process, if the customer is having any issues with the install, etc.

• Directing calls to other departments if they are unaware of how to answer calls.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.