Service Desk Agent I in Pooler, GA at Hargray

Date Posted: 11/23/2021

Job Snapshot

Job Description

General Description of Position:

Answers high volume of calls from customers and employees, provides first class customer service to our customer base as well as a Single Point of Contact for customers, employees and business partners. The Service Desk is designed to optimize services provided by DCMS by utilizing ITIL best practices. 

Duties & Responsibilities:

  • Act as the single point of contact to the customer for all types of service requests.
  • Create tickets for service.
  • Communicate independently, effectively, clearly and professionally with managers, supervisors, and employees to establish and maintain considerate and cooperative relationships.
  • Pre-process service requests as they arrive through email, customer portal, or direct customer input.
  • Review and close service tickets to ensure the appropriate information is captured as directed by team lead.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes.
  • Improve customer service, perception, and satisfaction.
  • Ability to work in a team and communicate effectively both in person, written, and on the phone
  • Performs other related duties as assigned to ensure effective operation of department.

Job Requirements

Minimum Qualifications:

 

  • High school diploma or equivalent.
  • Basic computer and operating system knowledge.
  • Interpersonal skills: such as telephony skills, strong phone presence, communication skills, active listening and customer-care.
  • Technical awareness:
  • Awareness of all DCMS services for which support is being provided.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Ability to multi-task and think independently.
  • Self-motivated with the ability to work in a fast moving environment.
  • Prior call center experience is a plus

 

EOE/Disability