Operations Center Customer Service Representative

Reports to: Operations Center Manager

Goals and Outcomes:

The Unified Operations Center Customer Service Representative is responsible for high level customer communication, basic Tier 1 troubleshooting related to A/V equipment and data entry. Representative must be able to speak pleasantly and professionally under stressful situations with customers.

Essential Functions:

  • High volume Data entry
  • High volume Microsoft Outlook and Microsoft Lync/Skype
  • High volume phone interactions with customers
  • Case entry into Netsuite
  • Customer research into specific jobs for information related to service work needed
  • Monitors online case entries by customers
  • Monitors case status and follows up with appropriate internal parties for case status
  • Takes initiative to learn Netsuite and its workflow

Universal Responsibilities:

  • Represent Unified in a positive and professional manner at all times.
  • Productively interface with all team members and project stakeholders – internal and external.
  • Understand and follow Unified policies and procedures.
  • Proactively identify and discuss ideas to improve policies and procedures.
  • Demonstrate respect to co-workers, customers and vendors.
  • Take responsibility for your own actions and activities.
  • Promptly reply to all email and voicemail communications, including outside of standard work hours when required
  • Complete timecards daily.
  • Keep work area clean and free of clutter , to include (where applicable) office space
  • Keep all scheduled activities current in your Unified MS Outlook calendar.
  • Be respectful in the care and handling of all company and client owned resources

Qualifications/Requirements:

  • Working knowledge of Microsoft Outlook, Lync/Skype
  • Must be able to effectively communicate with Service Team members and customers in a
  • professional manner
  • Strong organizational and time management skills
  • Strong verbal and written communication skills
  • Strong ability to multi-task

Customer Support Specialist