Call Management Coordinator / Incident Handler in Canton, OH at Volt

Date Posted: 12/23/2020

Job Snapshot

Job Description


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. This position is for evenings and weekends.

Some essential functions of this position include:
- 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

Volt is an equal opportunity employer