TDIndustries, Inc

  • Contact Center Agent II

    Job Locations US-TX-Dallas
    Req Number
    2019-2842
    Category
    Professional Services
    Type
    Regular Full-Time
  • Job Summary

    Provides timely responses to customer inquiries by telephone and/or email in an in- or outbound service center, consistent with service and quality standards. Processes customer orders, bills and accounts, and applications for service, maintenance and termination. Troubleshoots and resolves customer complaints.

    Company Overview

    Established in 1946, TDIndustries has developed into one of America's  premier Mechanical Construction and Facility Services companies serving clients through the full life-cycle of a facility, to include engineering, construction, operations and maintenance.  For 70 years, our employee-owned company has provided innovative services that optimize the performance of world-class mechanical and electrical systems that serve healthcare facilities, hotels, schools, sports arenas, mission critical facilities and industrial complexes and other essential institutions.

     

    Our employees, whom we call “Partners” are the heart of our success and what sets us apart from our competitors. FORTUNE Magazine recognized TDIndustries as one of the "100 Best Places to Work", "Top 50 Training Organizations" and "Top 30 Companies to Retire From" due to our solid commitment to the personal and professional development of each employee.

    Essential Duties

    • Communicates effectively to guarantee prompt and responsive service to the customer’s immediate and long-term needs and requests, delivering first-rate service to meet or exceed their expectations. Communicates the status of the service call to the customer while it is in progress and follows up with the customer after the service call has been completed.
    • Resolves issues within their capability and escalates issues outside capability. Utilizes formalized scripting to communicate with customers in order to provide consistent and organized information.
    • Creates work orders from customer contacts.
    • Explains all services available to existing customers in order to meet their needs through providing comprehensive lifecycle facilities solutions.
    • Updates customer portals with needed data. Consistently captures customer information correctly and enters it into a company-wide computer program. Manages all inbound customer contacts via phone, email, web portal and fax in a fast, accurate, customer friendly and professional manner. Monitors all web portals and group emails to clear/set-up service requests pending, following the protocol of each vendors portal.
    • Utilizes an ACD phone system to manage all inbound/outbound service calls from/to the customer.
    • Works cohesively with Service Managers, Service Technicians and Sales Representatives, Account Managers and Dispatcher Coordinators to meet the needs of the customer each and every day.
    • May handle between 90 and 150 electronic touches per day.
    • Continuously reviews current processes and procedures in order to improve and strengthen the customer experience and increase overall efficiency.

    Minimum Requirements

    High School or GED

    2-5 years of experience.

    Ability to multitask, prioritize, and manage time effectively.
    Strong phone contact handling skills and active listening.
    Excellent communication skills.

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