Call Center Agent

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Cennox

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2004

🤝 B2B

🛒 Retail

🏦 Banking

💰 Private equity on 2021-07

B2B • Retail • Banking

Cennox is a global managed-services provider that delivers technology installation, security integration, and facility transformation for retail and banking customers. The company installs and supports payment and banking hardware (ATMs, ITMs, teller devices), upgrades security infrastructure, and handles store and branch redesign, branding, and fit-outs, offering end-to-end project management and ongoing operational support.

📋 Description

• Accept and process emails/service requests/updates from clients or technicians via phone and/or email • Accurately document call information in database • Update customer with service status and call completion information • Solicit client/customer feedback to improve customer service • Troubleshoot a variety of service tickets to determine best resolution for issues and client requests • Escalate unresolved issues and trouble calls to appropriate department, on an as needed basis • Assist Field Service Technicians with service tickets, lock access, or other various workload issues • Dispatch combinations for S&G lock system, dispatch combinations/close seals for Cencon lock system, and verify safety of on-site technicians • Transfer/update service call information to and from clients and technicians by phone, email, and/or text messaging (paging) • Communicate essential information to co-workers and other departments • Coordinate with Field Service to provide timely updates to clients on open service calls • Call Management/Navigation to ensure ETA and SLA adherence by contract requirements to Clients • Stay current with emails, procedural updates, and call handling documentation • Work through Managed Source tickets as they are created in accordance with the procedures outlined in the MS Wiki • Assign the appropriate Managed Source technician to MS tickets by determining tier status

🎯 Requirements

• Previous experience in a call center, preferred • High school diploma or equivalent • Proficient in Microsoft applications: Windows, Word, Outlook, Excel