Description Specialist/Help Desk Job Description:

Responsible for providing world-class service to our customers in an accurate, efficient, and professional manner. Must demonstrate the ability to have multiple contact types added to their skills. Required to meet productivity standards as set forth by the management team: and identify and report trends in contact drivers.

Embraces “needs based” solutions selling to identify referral/sales opportunities. Capable of working in a Firstpower environment delivering service that exceeds the expectation of all customers

• MAGIC/Quality Scores/Customer Experience
• Accuracy
• Silent Monitoring
• Process/Procedure Violation
• Promotes enterprise wide products to existing and potential new customers
• Attainment of Scheduled Time
• Contacts per Hour
• Follow-up/Work
• Takes ownership of customer
• Displays Firstpower in decision making
• Follows through with getting problems resolved
• Keeps customer informed of status on all outstanding issues
• Treats all people fairly and develops positive relationships
• Credits/recognizes the contributions of other employees
• Corporate & Community driven
• Works as a team to accomplish team goals

Impact of Errrors
Requires close attention to accuracy to avoid errors which could cause moderately serious consequences; or work in which there is frequent opportunity for making errors of some importance that are not easily detected and could cause additional expense or result in employee or customer complaints.

Influence of others is restricted to routine interactions with managers, employees, supervisors, peers, and customers.

Requires some judgment with respect to a variety of routine clerical duties. Some analytical ability required gathering and interpreting data but problems are relatively simple.

Freedom to Act
Performs somewhat independently of others, but employee usually reports to supervisor several times per day. Supervisor checks activity and/or quality of work at least once or twice each day or before it impacts others. Subject wholly or in part to standardized practices and procedures, general work instructions.
Requirements Requirements:
Days: Monday-Friday (10:00am-7:00pm)
2 Saturdays per month (9:00am-1:00pm)

Ability and willingness to work as needed (e.g. work overtime, etc)
Ability to work in coordination or cooperation with others (i.e., work as part of a team).
Ability to read, interprets, and retains a wide variety of information.
Ability to solve problems by asking probing questions
Ability to communicate clearly and concisely, both verbally and written
Ability and willingness to orally communicate or explain problems, issues, procedures, etc
Ability to handle high volume call demand
Ability to handle difficult customer situations
Familiarity with PC and Windows software
Ability to key a minimum of 30 wpm
Ability to multi-task
Ability to incorporate “needs based” selling techniques in the referral process
Maintain a monthly requirement of 25 “qualified” referrals as defined in new hire training

0-2 years of previous Customer Service Experience and First Link Multiple skills needed.

2-4 years of previous Call Center Customer Service Experience. Multi-lingual

Apply here!