2nd Shift Call Center Customer Service Specialist in North Canton, OH at Fast Switch

Date Posted: 11/17/2019

Job Snapshot

Job Description

Job ID: 55286

Our client in North Canton, Ohio is seeking a 2nd Shift Call Center Customer Service Specialist. 

NO CORP-TO-CORP SUBMISSIONS ACCEPTED FOR THIS POSITION.  Applicants must be able to work directly for Fast Switch as a W2 Employee (US Citizens and all other parties authorized to work in the US without sponsorship are encouraged to apply).


Shift is Fri-Tues 2:30pm -11pm.  This position is for evenings and weekends.

Mandatory Overtime (3 week rotation) based on business need.?

Provide Call Management System scheduling support to Customers, Service Delivery Team Members, Field Associates, and Business Management Team Members, sharing in the responsibility of meeting customer service performance expectations.

Some essential functions of this position include:
- Monitoring real time operation of the Call Management System to ensure Service Level Agreement (SLA) is being met and all available Customer Service Engineers (CSEs) are actively assigned to calls - Continuously monitoring white space on the Call Management System to ensure maximum productivity of CSEs
- Responsible for marking CSE unavailability on the Call Management System chart for emergency situations as per standardized documentation and making Business Team aware of those occurrences
- Reviewing call lists; determining initial urgency and scheduling appropriately thru interface with CSEs, Business Team, and customers
- Utilizing team/geography knowledge to provide feedback to Business Team to improve resource efficiencies
- Participating in conference calls as required
- Escalating urgent service needs and CSE-related issues and concerns to appropriate management team
- Assisting in training new Call Management Coordinators in using the Call Management System
- Documenting customer dissatisfaction and field issues and provide to Business Team for appropriate action
- Documenting customer satisfaction and recognition of CSEs for good performance
- Contacting customers with estimated times of arrival as necessary

Qualifications - External
- Strong analytical and problem solving skills
- Ability to use logic and understand business efficiency
- Demonstrate the ability to communicate (oral/written) effectively, interface with customers and function well within a team environment
- Microsoft Word and Excel skills
- Ability to learn new systems/software in above average time frame
- Associate's degree preferred
- Experience in customer service, call center, field service or high volume production scheduling required

Fast Switch, Ltd. is a high-growth IT staffing firm, with headquarters in Dublin, Ohio and with offices serving the Columbus, Detroit, Boston, Cincinnati, Minneapolis, Phoenix, Hartford, Los Angeles, Tucson, San Francisco, Denver, and Cleveland metropolitan areas.  We have a staff of over 780 associates and have experienced growth while remaining profitable.

Compensation can vary depending on experience and capability, plus benefits which include healthcare, dental, and vision insurance, long term disability coverage, and 401(k) with match and IMMEDIATE vesting.  Our benefits package, in this day and age, is superb.

To view all of our open positions, please go to: www.fastswitch.com and/or navigate to our Careers page.