Call Center/ Call Management Agent

Halifax Corporation has supported clients since 1967 and is a trusted provider of technology services. We are seeking professional individuals to perform as a Call Center / Call Management Agent in a 24/7 environment. Must be flexible and be able to work other shifts when assigned.

Immediate Openings for Call Center / Call Management Agent in our Mechanicsburg, PA office.

Shifts Available: (Training will be 9am-6pm M-F for approximately 1 month)

Monday - Friday: 9am-6pm , 11am-8pm, 12pm - 9pm, 3pm - 11pm

Saturday - Tuesday: 1pm - 11pm

Thursday - Sunday: 1pm - 11pm

SUMMARY DESCRIPTION

The primary purpose of this position is to dispatch complex service calls to Halifax technicians or service partners. Will do some "Help Desk" duties with customers as well. In addition, will keep active service calls updated in real-time and ensure SLA adherence.

Position reports directly to: Team Lead and Call Center Manager. Will also interact with the following : the field organization, service partners, technical support, logistics, level 1, project manager, area service managers, warranty, SPN manager, and customers.

DUTIES AND RESPONSIBILITIES

• Assist customers with basic HW/SW problems

• Dispatching of service calls to Halifax technicians

-Providing technicians with all documentation and tools needed to complete a service call successfully

-Verifying the most cost/time effective technician to dispatch

• SPN selection and dispatching

-Providing technicians with all documentation and tools needed to complete a service call successfully

-Verifying the most cost/time effective technician to dispatch

-Generating SRF’s during SPN dispatch

-Generating alerts for cost approvals

• Parts ordering

-Verifying technician stock

-Obtaining appropriate tracking information

-Relaying parts delivery information

-Arranging most cost effective parts delivery solution

• Maintain timely and accurate updates of active service calls in their respective region

-Managing technician call load by calling techs every day to review calls

-Closing service calls in Southware

-Updating service calls in Southware

QUALIFICATIONS/EXPERIENCE

• Abililty to professionally handle a high volume of calls in a high stress environment
• Hardware troubleshooting knowledge of PCs and/or printers a MUST
• A team player with strong work ethic and a positive attitude who is willing to take on additional responsibilities.
• Prefer individual to have 2+ years experience in a customer service or call center environment
• STRONG COMPUTER and typing skills plus a basic to advanced knowledge of Microsoft applications such as Outlook, Excel and Word
• Multi tasking and attention to detail is a MUST!!!
• Flexibility and willingness to pick up additional hours when requested
• Reliable transportation.

BENEFITS:

MM, Dental, Vision, 401K, STD, LTD, Life, paid vacation, holiday and sick leave.

Successful completion of a criminal history records check and drug screening is required.