[Remote] Customer Service Specialist III

Note: The job is a remote job and is open to candidates in USA. Primary Talent Partners has a new contract opening for a Customer Service Specialist III with a large power and utilities client in Charlotte, NC. The role involves scheduling service work and emergency response, handling inbound customer calls, and optimizing workloads for field service personnel.

Responsibilities

• The Service Scheduling Administrator (SSA) is responsible for assigning, routing, and adjusting workloads of field service personnel in daily operations for all customer service and company committed work
• The SSA answers a variety of inbound technicians, first responders, and emergency customer calls
• This position should be able to handle calls that may require additional research and follow up
• The SSA must be analytical, use judgment, and have problem-solving skills that resolve customer inquiries in a timely and accurate manner
• This position covers after-hours technician support and maintains 24/7/365 coverage of customer emergency calls
• Responsible for scheduling service work and emergency response to a 3-state service area which operates on a 24/7/365 schedule
• On average, receives approximately 56,000 emergency calls on an annual basis
• Responsible for monitoring work flow for approximately 350 Service Technicians

Skills

• Candidates must be legally authorized to work in the United States
• Must be able to sit on Primary Talent Partners W2 without sponsorship
• HS/GED
• The SSA must be analytical, use judgment, and have problem-solving skills that resolve customer inquiries in a timely and accurate manner
• This position covers after-hours technician support and maintains 24/7/365 coverage of customer emergency calls
• Comprehensive knowledge of field operation workflow and independent judgment in order to optimize workloads when the operational environment changes
• Ability to assess the nature of service call or emergency and employ appropriate human relations skills in order to fulfill the accountabilities in a competent manner
• Responsible for scheduling service work and emergency response to a 3-state service area which operates on a 24/7/365 schedule
• On average, receives approximately 56,000 emergency calls on an annual basis
• Responsible for monitoring work flow for approximately 350 Service Technicians

Benefits

• ACA-compliant supplemental package available for enrollment

Company Overview