Installation Associate

Position works in a high-volume call center environment serving as the primary interface to internal and external customers and/or their agents

Engage with Call Management team for customers inquiries or request for escalation; Work directly with customers in local language, answering calls, determining customer entitlement, document requests for service, dispatch technicians and escalate when necessary; Schedule customer installation activity

Daily monitoring of email window is essential; Receive and document service request and customer information; Ensure customer entitlement; Updates work orders and provides status information

Gather problem information and determine criticality; Capture information and record data in desktop tools; Generates daily and weekly incident reports; Review incident history to determine recurring faults

Follow Global Call Taking tools, process and procedures as documented and posted in GP&S

Document, verify, and make appropriate corrections to the service request and customer profile; Communicate with the Customer Advocates for permanent change to the customer profile

Contribute as a team member; Participate in team meetings and activities

Participate in objective setting, performance management, reward and recognition programs; Participate in projects to continuously improve processes, tools, systems and organization

Be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business

Emphasis may be on manual skills; this position involves prolonged periods of PC and telephone usage; accountable for continuously receiving and handling high volumes of customer calls

Proficiency in data entry software applications and related desktop tools is necessary

Monitors incident status and escalates cases that are not resolved in a specific timeframe

Work environment for this position involves rotation in work hours, weekend or holiday hours, and/or may require extended hours, as needed, to accommodate customer needs; Success with this position will be measured on speed of response, clarity and accuracy of captured information

Work within a team environment and interacts with both internal and external customers

High School Diploma

0-2 years of related experience

Effective interpersonal and communicational skills, including listening skills

Proven strong organizational skills; Ability to prioritize and work on own initiative

Enthusiastic and hard working

Keyboard proficiency (accurately type minimum of 30 WPM); Understanding of Windows-based applications/tools

Understanding of basic customer location/geography area knowledge