Centralized Care Agent
Core
Handle inbound calls for internal and external customers, directing them to appropriate departments and creating service requests for building systems issues.
Role type
Customer service agent (building systems support)
Builds
Service requests and dispatch coordination for HVAC, Fire, and Security systems
Domain
Building management systems (HVAC, Fire, Security)
Deliverable
client delivery
Required skills
inbound call handling, customer service, HVAC terminology, fire and security terminology, service management database usage, account information updates, scheduling coordination, problem solving, multi-tasking
Preferred skills
call center experience, building systems knowledge
Responsibilities
Answer customer inquiries and escalate critical system issues, update account information and create service requests, coordinate after-hours technician scheduling, utilize service management database to manage customer contacts, partner with field service teams to support service backlog obligations
Seniority
Entry-level, individual contributor