• Job Description

  Req#: 119415
  Job Summary Details:
  
  We are seeking a motivated and experienced Call Center Operator to join our dynamic customer service team.
  
  
  Benefit Information:
  ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Front Line Team Members | (Programa de Beneficios de ABM)
  Pay: $16.60/HR
  The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicant’s education, experience, skills, abilities, geographic location, and alignment with market data.
  We are seeking a motivated and experienced Call Center Operator to join our dynamic customer service team. As a Call Center Operator, you will be responsible for overseeing day-to-day operations, be part of a team of customer service representatives, and ensure the delivery of exceptional service to our customers. The ideal candidate will have a strong background in call center operations, excellent communication skills, and a commitment to achieving high levels of customer satisfaction
  Call Center Operations:
  • Respond to all service requests via, ticket, phone, email, ping, or other forms of communication.
  • Proactively update tickets within multiple ticketing systems.
  • Manage call queues, tickets, emails, and manage scheduling to meet service level agreements.
  Performance Management:
  • Adhere to performance expectations, key performance indicators (KPIs), and Service Level Agreements (SLAs)
  Quality Assurance
  • Adhere to quality assurance processes to ensure consistent and high-quality customer interactions.
  • Participate in regular audits of calls and provide constructive feedback.
  Customer Satisfaction:
  • Monitor customer satisfaction metrics and suggest strategies to improve customer experience.
  • Address escalated customer issues promptly and effectively.
  Reporting and Analysis:
  • Generate and analyze call center performance reports, identifying trends, areas for improvement, and opportunities for efficiency.
  • Provide regular updates to management on team performance and key metrics.
  Teamwork:
  • Foster a positive and collaborative team environment focused on achieving performance goals and delivering outstanding customer service.
  Qualifications:
  • High school diploma required; bachelor's degree preferred.
  • 3+ years of experience in call center operations, with at least 1-2 years in a leadership role.
  • Proven track record of achieving and exceeding performance targets.
  • Strong communication and interpersonal skills.
  • Familiarity with call center technology and software.
  
  
  Preferred Qualifications:
  
  
  • One (1) year of similar experience preferred
  
  
  Responsibilities:
  
  
  • Approach and greets all customers in a friendly, professional manner
  • Use respectful communication to assist guests with their questions, problems, and concern
  • Relay customer concerns and/or information to shift lead or Operations Manager as necessary
  • Is quick and responsive to provide excellent customer service
  • Follow all company procedures and complies with all safety regulations
  • Issue and/or collect visitor parking tickets
  • Match visitor ticket to parking rate schedule; collects proper payment from visitors and distributes correct change
  • Complete lost ticket forms when original tickets cannot be located
  • Reconcile receipts, cash, and charges; accurately account for all funds within cashier drawer
  • Perform revenue drops following specific location procedures
  • Maintain a clean, orderly, and safe work area
  • Answer telephone in a prompt and courteous manner, when required
  • Immediately report accidents, incidents or safety concerns to Operations Manager or Shift Lead
  • Communicate professionally at all times with guests, client, and teammates
  
  
  A good job for someone just entering the workforce or returning to the workforce with limited experience and education. ABM is a military and veteran friendly employer, veterans and candidates with military experience encouraged to apply. Military Occupational Specialty Code: 36B, 42A, LS, PS, YN, 3432, 0111, 6F0X1

• About the company

  ABM Industries Inc. is a facility management provider in the United States. Founded in 1909 by Morris Rosenberg in San Francisco, California, as a window washing business. ABM provides facility services in areas such as electrical and lighting, energy, facility engineering, HVAC and mechanical, janitorial services, landscape and grounds, parking and transportation. ABM's services also include energy efficiency and sustainability such as building improvements, electric vehicle charging stations, and renewable energy solutions.

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