Position Title: Call Desk Representative
Department: Service
Essential Functions:
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Keeps informed of company process and procedures related to operations and contracts
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Implements service call process per CSC 7.0 Call Desk - Service Call Process and initiates escalation process within 2 hours or sooner when field Service Technician cannot resolve the problem at customer site by communicating the information to Assistant Manager (Hardware support) or ITSD Manager if former is not available
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Provides customer service to ITSD clientele including technical support and handles customer service challenges related to ITSD clientele. Will also generate customer survey and feedback program in which customers will be surveyed on a routine basis after a service call is completed to determine satisfaction as well as rating of service
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Provides internal support to ITSD Operations. Assists other call desk and ITSD personnel in T/M and HW support cost and performance report generation in order to ensure customers are being billed on time and accurately
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Follows up, monitors, inputs status of service calls, and maintains Quest Service Call Database from the inception of the service call until the service call is closed to management expectation. Customer survey program to be implemented which will keep track of customers surveyed and how they rated. Program will include analysis of surveys and corrective and or root cause determination to correct any problems experienced during a service call or sale
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Provides reports required for management information as assigned
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Administers HP/Compaq warranty program and other OEM Warranty programs as assigned
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Assists customers with R/A status calls
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Follows and maintains ISO 9001 quality systems processes
Other Responsibilities:
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Transfers the call to the appropriate Quest Account Manager if there is an immediate interest or need by that contact
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Enters and maintains all contact information in ACT database or other contact management tools as required
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Performs other work-related duties as assigned
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A minimum of an AA degree or six years of experience in servicing customers in Computer industry, related field, or equivalent work experience
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Knowledge of Video Display Technology and Computer Industry
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Strong verbal, written, analytical, persuasion and interpersonal skills
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Proficiency in M/S Word, M/S Excel, and Act
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Ability to organize and prioritize work and meet deadlines
Education, Experience, and Skills Required:
- A minimum of an AA degree or six years of experience in servicing customers in Computer industry, related field, or equivalent work experience
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Knowledge of Video Display Technology and Computer Industry
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Strong verbal, written, analytical, persuasion and interpersonal skills
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Proficiency in M/S Word, M/S Excel, and Act
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Ability to organize and prioritize work and meet deadlines
We will be reviewing your applications/resumes over the next few weeks.
We will not be accepting phone calls at this time.
