Available Shifts: 1st/2nd/3rd Shift

Job Summary:

The Communication Center Specialist acts as the facilities contact for answering Facilities Service, Custodial and maintenance related calls supporting and responding to internal and external customer needs in the airport terminal, hangar, and other airline support facilities operation and services.

Communication Center Specialist works onsite and takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers’ needs or issues and ensuring helpful timely response to their issues.

Essential Functions:

• Answer calls, document, and process service requests from a variety of geographically dispersed facilities in United States.
• Process incoming customer and client emails accurately and timely fashion.
• Initiate work order(s) through the client work order system for calls that come into the call center accurately and timely fashion.
• Ensure all service requests are routed and assigned to specified provider within the set client guidelines including urgent and emergency work orders.
• Follow up and complete all work as per established call center guidelines.
• Coordinate and follow up the resolution of customer issues.
• Manage established client driven performance indicators and service levels.
• Meet all daily and monthly productivity measures.
• Monitor telephony queue time to maximize productivity.
• Adhere to all Communication Center specified and client driven standards for daily work order processes.
• Proficiency with Telecom system including logging in and out, and correct usage of aux codes
• Calm and professional handling of emergency situations by following approved channels including notification of appropriate personnel until resolution.
• Participate in collaboration teams and support the adoption of new tools and technologies
• Perform other related assignments as assigned and as business/client may dictate

Education and Experience

• High School graduate or GED
• At least one year prior related work and customer service experience in a call center environment.

Qualifications/Skills

• Excellent interpersonal skills demonstrated
• Ability to work individually or within a team environment
• Able to work in a group and share information
• Strong professional telephone and email etiquette
• Strong verbal and written skills
• Excellent typing and data entry skills
• Computer Competency, Microsoft Office, Outlook Mail, Case Management Tools
• Clerical and Organizational Skills to handle multiple tasks simultaneously with an attention to detail
• Independent judgment in coordinating and prioritizing diverse activities/tasks
• Strong data analytical abilities
• Demonstrated ability to learn new skills and apply the knowledge · Cheerful, calm, even tempered, and motivated demeanor.
• Flexibility with work schedules to ensure coverage
• Dependable and punctual to all established working hours along with department, project, or department meetings
• Ability to follow specific processes, policies and deadlines; this includes department, corporate, and client policies.
• Flexible/ Adaptable with workflow, process updates, and policy changes.

Benefits

• Paid Time Off
• 401(k
• Dental insurance
• Health insurance
• Vision insurance
• Life and AD&D insurance
• Company referral program
• Educational reimbursement

Job Type: Full-time

Pay: $15.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Charlotte, NC 28208: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call Center: 1 year (Required)
• using a WO/PM's system: 1 year (Required)

Work Location: In person

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