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Customer Service Representative III (Commercial Dispatch)

| Chicago

Summary
The Customer Service Representative acts as a liaison between our clients and our network of vendors by managing all our clients’ repair and maintenance needs within our technology platform, One by SMS Assist. This role communicates predominantly on the phone and electronically with clients and vendors to ensure all maintenance services are completed in an effective and efficient manner.

 

Responsibilities
• Develop and maintain positive client relations required to ensure superior client satisfaction
• Receive and handle customer calls and email requests for services
• Manage real-time inquires while keeping track of and responding to commitments
• Manage the scheduling and completion of all services assigned by customers
• Act as second level escalation point for level I CSR’s
• Escalate all disputes or un-satisfied service confirmations in a timely manner
• Remain on the queue and address all requests and customer questions
• Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
• Enter information into our database and ensure consistency and accuracy
• Demonstrate professionalism in communication, relationship development, customer service, etc.
• Assist in training team members and provides constructive feedback as necessary
• Shift flexibility may be required
• Foster a positive team environment
• Ensure confidentiality and accuracy of internal and external data
• Perform ad-hoc projects and other duties as assigned

 

Professional Skills
An individual fully established in this role always demonstrates the following skills:
• Customer Service – PROFICIENT
• Verbal Communication - PROFICIENT
• Written Communication – PROFICIENT
• Teamwork – PROFICIENT
• Relationships – PROFICIENT
• Organizational Awareness – PROFICIENT

• Learning Agility – PROFICIENT
• Problem Solving – PROFICIENT
• Process Orientation – PROFICIENT
• Prioritization – PROFICIENT

 

Role Specific Skills
• Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook essential

 

People Management Skills
• Not applicable to this role

 

Qualifications

Minimum Qualifications
• High school diploma required
• Previous experience (2 – 4 years) in customer service call center environment essential

 

Other Relevant Qualifications
• Undergraduate degree / internship preferred

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Location

875 North Michigan Avenue , Chicago, IL 60611

What are SMS Assist Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

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