[Remote] Contact Center Agent: 2PM - 10:30PM (Tuesday/ Wednesday Off)
Note: The job is a remote job and is open to candidates in USA. Hussmann Corporation is a global leader in commercial refrigeration equipment, and they are seeking a Contact Center Agent to serve as the first point of contact for their customer base. The role involves handling inbound calls and emails, resolving customer issues, and ensuring proper follow-up with customers.
Responsibilities
- Handle inbound calls and emails (Verisae or Corrigo) from customers or technicians 24/7/365
- Gather vital details from customers or technicians related to the reason for the call and identify the appropriate course of action needed to handle the call
- Enter vital details related to service calls in to the appropriate application, determining the priority of the service call, and setting the customers’ expectations
- Demonstrate advanced knowledge of the dispatch and escalation procedures required during business hours and afterhours
- Monitor and dispatch service calls to technicians using the on-call application and escalating when necessary
- Handle offline tasks as assigned by management including but not limited to: Verisae, Corrigo (work order software)
Skills
- High School Diploma Required
- 1+ years of customer service experience
- Excellent telephone and communications skills
- Ability to work in and handle high call volume environment
- Good customer service skills and willing to work flexible hours
- Basic PC skill required, including experience in Microsoft Word and Excel
- Ability to work in a team environment and desire for continuous learning through cross-training
- Ability to follow procedures
- Ability to type a minimum of 40wpm
Benefits
- Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
- Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
- Hussmann Retirement Savings & Investment Plan – 401(k) plan with company matching contributions and immediate vesting.
- Paid Time-Off Benefits – Paid time off, stewardship and parental leave.
- Educational Assistance – Tuition reimbursement for job-related courses after six months of service.
- Health Management and Wellbeing Programs –EAP, virtual health management, chronic condition, and tobacco cessation.
Company Overview