Stewart Business Systems
  • Service
  • Mt Laurel, NJ, USA
  • Full Time

  • Answer inbound calls from customers seeking service on their equipment
  • Convey a high level of professionalism and efficiency so as to minimize customer anxiety and maximize customer loyalty
  • Provide first level assessment and triage of calls.  Assist customers with troubleshooting and resolution of basic issues to avoid service calls.
  • Dispatch service calls to technicians to maintain response time goals.
  • Dispatch technicians according to their abilities, territories, and other designated criteria.
  • Understand individual customer needs and escalate situations for immediate resolution.
  • Monitor technician call volume; make adjustments when necessary.
  • Update and manage calls in assigned territory.  Proactively communicate estimated time of arrival to customers.
  • Accurately enter service and supply calls placed by phone, email, or online chat.
  • Research calls utilizing existing information, archived work orders, and interdepartmental interactions
  • Ensure timely processing of all chargeable service work orders to the Billing Department.
  • Understand and use software as it relates to the call center, contract inquiry, account holds, parts inquiries, and supply item look up.
  • Work closely with Field Service Managers to ensure strong communication and coordination.
  • Work with Parts department to ensure call completion in a timely manner.
  • Maintain a thorough working knowledge of each division and its products, contracts, and call types.
  • Communicate with management and team leaders regarding call concerns.

Work Experience

  • Requires a minimum of one year of related experience, in a customer service setting, preferably a call center environment.
  • Proficiency in Microsoft Office applications (Outlook, Excel, Word)
  • Proficiency in database management and data entry
  • Comfortable multi-tasking in a Windows environment
  • Ability to type 45 words per minute
  • Ability to multi-task (type and talk)
  • Ability to learn proprietary databases
Stewart Business Systems
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