Job Title: Customer Service Rep
Location: Irving, TX
Duration: 9+ Months
Customer Service rep for 24/7 Escalation Desk that proactively and reactively handle escalations to support Retail IT Service Desk. Includes taking calls and reviewing tickets to ensure the customer is served timely manner. Duties would include: answering calls, making outbound calls, communicating status, driving resolutions by obtaining and communicating updates, tracking and trending and ensuring customer satisfaction.
Customer Service oriented: Courteous, easy to understand, pleasant and genuine interest in wanting to help the customer. Excellent time management skills and writing skills.
Experience with Services operations, such as HelpDesk, Production Support or field maintenance Knowledgeable in MS Office products, mainly Excel, Word.
Retail experience is a plus. Tracking/Trending of escalations including reason for call and resolution Analysis of trends and follow ups on mitigations being put in place, then tracking that mitigations is working Microsoft Powerpoint a plus