[Remote] Contact Center Agent: 2PM - 10:30PM (Tuesday/ Wednesday Off)

Note: The job is a remote job and is open to candidates in USA. Hussmann Corporation is a global leader in commercial refrigeration equipment, and they are seeking a Contact Center Agent to serve as the first point of contact for their customer base. The role involves handling inbound calls and emails, resolving customer issues, and ensuring proper follow-up with customers.

Responsibilities

• Handle inbound calls and emails (Verisae or Corrigo) from customers or technicians 24/7/365
• Gather vital details from customers or technicians related to the reason for the call and identify the appropriate course of action needed to handle the call
• Enter vital details related to service calls in to the appropriate application, determining the priority of the service call, and setting the customers’ expectations
• Demonstrate advanced knowledge of the dispatch and escalation procedures required during business hours and afterhours
• Monitor and dispatch service calls to technicians using the on-call application and escalating when necessary
• Handle offline tasks as assigned by management including but not limited to: Verisae, Corrigo (work order software)

Skills

• High School Diploma Required
• 1+ years of customer service experience
• Excellent telephone and communications skills
• Ability to work in and handle high call volume environment
• Good customer service skills and willing to work flexible hours
• Basic PC skill required, including experience in Microsoft Word and Excel
• Ability to work in a team environment and desire for continuous learning through cross-training
• Ability to follow procedures
• Ability to type a minimum of 40wpm

Benefits

• Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
• Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
• Hussmann Retirement Savings & Investment Plan – 401(k) plan with company matching contributions and immediate vesting.
• Paid Time-Off Benefits – Paid time off, stewardship and parental leave.
• Educational Assistance – Tuition reimbursement for job-related courses after six months of service.
• Health Management and Wellbeing Programs –EAP, virtual health management, chronic condition, and tobacco cessation.

Company Overview