Call Management Coordinator / Incident Handler

"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".

Job Title: Call Management Coordinator / Incident Handler

Location: North Canton, OH (44720)

Duration: 3 Months (Possible Conversion to Permanent)

Pay range: $ 13.00 - 14/ hr.

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.

Some essential functions of this position include:

• Monitoring the real-time operation of the Call Management System to ensure Service Level Agreement (SLA) is being met and all available Customer Service Engineers (CSEs) are actively assigned to calls.
• Continuously monitoring white space on the Call Management System to ensure maximum productivity of CSEs.
• Responsible for marking CSE unavailability on the Call Management System chart for emergency situations as per standardized documentation and making the Business Team aware of those occurrences.
• Reviewing call lists; determining initial urgency and scheduling appropriately through interface with CSEs, Business Team, and customers.
• Utilizing team/geography knowledge to provide feedback to the Business Team to improve resource efficiencies.
• Participating in conference calls as required.
• Escalating urgent service needs and CSE-related issues and concerns to the appropriate management team.
• Assisting in training new Call Management Coordinators in using the Call Management System.
• Documenting customer dissatisfaction and field issues and providing to the 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:

• Strong analytical and problem-solving skills.
• Ability to use logic and understand business efficiency.
• Demonstrate the ability to communicate (oral/written) effectively, interface with customers and function well within a team environment.

Microsoft Word and Excel skills:

• Ability to learn new systems/software in above-average time frame.
• Associate's degree preferred.
• Experience in customer service, call center, field service or high-volume production scheduling is required.

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.