Job Details

Responsible to receive, evaluate and manage emergency or non-emergency service requests from customers, technicians or sites through different communication channels. Ability to communicate and prioritize issues surrounding the equipment at each location. Ability to establish priorities, use independent judgment and escalate critical matters to appropriate parties or management when necessary. Follow standard operating procedures to ensure that all actions conform to the protocols set within the Call Center guidelines and/or the customers contracted service level agreements (SLA). Must be empathetic and calm under pressure. Be able to understand and accurately communicate the situation and level of urgency to the technician or field management. Have the ability to function within Field Service and Customer Relationship software. Display strong multitasking, computer and data entry skills. Have strong phone communication skills. Communicate effectively, verbal and written. Effectively w...