Customer Service Hotline Representative - Urgent Position

Positions Summary:
Responsible for responding to inquiries and providing information to customers calling into the Information Technology Office. Records all customer contact information in the service IT Service Management System. Evaluate the situation, determine the appropriate response, and escalate to the designated specialist/resource for resolution of the customer's problem or complaint. Track issues escalated for resolution to ensure customers receive a timely response. Following documented procedures and checklists. Travel may be required.

Job Responsibilities:

• Professional demeanor to assist customers in person with requests, concerns, or inquiries
• Answer incoming calls, chats, and emails from customers in a professional and friendly manner, always providing excellent customer service. Engage in active listening to understand customer inquiries and gather all relevant information.
• Assess all incoming inquiries and determine the appropriate support team or department to handle the specific needs. Prioritize urgent inquiries and escalate them promptly to ensure a timely resolution.
• Monitor the IT Service Management System for any outstanding service tickets.
• Collect and document accurate and detailed information about customer inquiries, including contact details, issue descriptions, and all relevant data required for the support team to provide effective assistance.
• Follow-up with customers as necessary to ensure customer satisfaction and successful resolution of their inquiries. Provide updates to customers regarding the status of their inquiries when appropriate.
• Identify trends or patterns in customer inquiries and provide relevant feedback to the manager. Share insights and suggestions to enhance the customer support process and tools to increase efficiency and customer satisfaction.
• Install, configure, and maintain Information Technology resources.
• Assists with the monitoring and tracking of inventory for the Information Technology cost center.
• Assists IT Leadership in Project Coordination and Quality Assurance
• Assist with updating the status on conference rooms, meeting scheduling, and assignments, confirming support needed, and documenting IT Service Management System, as needed.
• Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday
• Able to lift to 30 pounds.
• Perform other related duties as assigned

Required Skills:

• High school diploma or equivalent; additional certifications or relevant education is a plus.
• Proven experience in a customer-facing service role, including phone and chat support.
• Active listening skills, ability to demonstrate empathy while maintaining a calm and professional demeanor.
• Strong problem-solving skills, critical and analytical thinking, and the ability to adapt to change.
• Ability to multitask and work efficiently in a fast-paced environment.
• Strong attention to detail and accuracy in documenting customer interactions and information.
• Strong time management and organizational skills.
• Awareness and/or experience in a technical environment is a plus.

General Characteristics
Responsible for responding to inquiries and providing information to customers calling into a service hotline. Records all customer contact information in a call log. Evaluates situation, determines appropriate response and escalates to designated specialist/resource for resolution of customer's problem or complaint. Tracks issues escalated for resolution to ensure customer receives a timely response. Must have knowledge of the enterprise's business/products and demonstrate strong customer focused skills.

Education:
Associate's or Bachelor's Degree or technical institute degree/certificate in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.