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Customer Support
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WD30126622259 Requisition #

RESPONSIBILITY LEVEL:

 

Responsible for inbound and outbound phone calls and emails consisting of P3 related Facilities Management requests, Contractor notification, Event Center management and escalation to include updating current tickets and taking follow up calls from customers and contractors.

 

 

PRINCIPAL DUTIES:

  1. Receives customer inbound phone calls for P3 Facilities Management requests and creates service tickets in accordance with established processes.
  2. Monitors customer specific email for P3 Facilities Management requests and creates service tickets in accordance with established processes.

3. Assists customer with questions and issues.

4. Monitors an Event Center compromised of created Service Requests to insure timely response in accordance with established processes.

5. Escalates Service Ticket response based on elapsed time of ticket to insure appropriate resolution and avoidance of penalties.

6. Effectively utilize both customer service skills as well as technical abilities to satisfy our customers’ needs.  
7. Provides world class service to increase customer satisfaction.

8. Maintain individual performance relative to inbound phone answer rates, ticket creation accuracy and customer satisfaction.

9. Accurately and effectively create service requests in accordance to site specific time constraints.

10. Navigate wave- based technical application to assist customers in creation of service requests.

11. Other duties as assigned.

 

REQUIREMENTS:


Two year degree or equivalent combination of education and experience. Two years suggested minimum experience. Demonstrates proficient oral and written communication skills. Basic knowledge of computer application. Strong organizational skills.

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