MasTec Advanced Technologies Operations Support Agent in Coppell, Texas
This position is responsible for acting as a liaison between Support Center, Field Operations and Customers. Assists with appointment status inquiries, reschedules, concerns and request pertaining to services provided. ESSENTIAL DUTIES:
Ensure work order integrity across multiple business lines and acts as point of contact for client’s customer support/customer escalations departments.
Schedule, confirm, reschedule or cancel service appointment requests received via SMS/phone/email/chats/etc.
Utilize appointment booking and capacity tools to determine location of technicians and available customer appointments and tracking appointments at risk of missing on time completion.
Responsible for occasional routing of appointments and/or ownership of assigned market area loads.
Update and maintain internal call dispositions and logs appropriately.
Provide excellent customer contact experience by listening to description of problem for appropriate resolution.
Must exercise good judgment in order to comply with defined appointment priorities and ensure company level productivity goals are met.
Work and communicate effectively with Support Center, Field Operations and Customers via phone/email/chats/etc.
Maintain excellent customer rapport by resolving concerns and answering questions on initial intake.
Enhance organization reputation by accepting and maintaining ownership of any exceptions during the customers’ service experience; communicate opportunities with Support Center and/or Field support resources as needed.
Maintain safe work environment by following safe practices. OTHER DUTIES:
General clerical work such as filing, copying, mailing, etc.
Perform other duties as assigned. / INCUMBENTS ARE HELD ACCOUNTABLE FOR ALL DUTIES OF THIS JOB /
JOB SPECIFICATIONS Required Knowledge/Skills/Attributes
Ability to read and write clearly and effectively.
Above average computer skills including Internet Explorer, Microsoft Office products (Outlook, Word, PowerPoint, Excel).
Ability to provide outstanding customer service; ask probing questions, answer inquiries and/or request assistance.
Detail oriented, critical thinker and problem solver.
Ability to multi-task and handle record-keeping requirements.
Proven ability to adhere to established work schedule.
Ability to work independently and in a team.
Ability to understand and follow instructions for a variety of standard/safety practices Education · High school diploma, GED, or equivalent combination of education and experience is required. Experience
1-2 years of customer service/ interfacing experience is required
Call Center and/or Dispatch experience is/preferred./ SUPERVISOR RESPONSIBILITY: No supervisory responsibility. WORKING CONDITIONS: Non-Exempt Working Conditions Work is performed in a fast-paced office environment requiring extensive sitting, phone and/or computer usage. Light physical effort required by handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently. Schedule fluctuates throughout the year; including days, nights, holidays, weekend shifts and overtime in order to perform the essential functions of the position.
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.
Title: Operations Support Agent
Requisition ID: 20050