Call Center Technician (Bilingual – English/Spanish) – Irving, TX

The position requires a self starting individual who is results motivated and has the ability to work independently with analytical processes, ability to address and resolve high level technical related issues while providing exceptional customer service. Primary responsibilities include the support of a utility based program and the promotion of the program’s features and benefits. This position will be the escalation point for all customer inquiries and exception reporting. In addition candidate will be responsible for performance metrics, driving policies and procedures and acting as the subject matter expert in support of the local Customer Care Center. The candidate will achieve customer support objectives by contributing information and analysis to strategic plans and reviews. This position is a direct report to the Manager of Technical Services and will work closely with the Project Managers, Data Center personnel, installation contractors and other required support personnel.
 
Essential Duties and Responsibilities

• Answering customer calls and inquires
• Develop and implement policies and procedures to measure performance metrics, customer satisfaction and process efficiencies.
• Act as subject matter expert related to product support.
• Identify recurring problems and recommend procedural enhancements
• Develop customer interaction modules, quality assurance policies, procedures and response methodologies.
• Actively resolve customer complaints documenting resolution steps and making recommendations for process improvement.
• Integrate operational procedures and documentation into the knowledge base including service level agreements.
• Accountable for documentation review and acceptance and its relationship to product support and customer satisfaction.

Required Skills

• Strong interpersonal skills with the ability to interact with customers and high level management.
• Knowledge of computer networks including basic router functionality is desirable.
• Must have the ability to manage and provide technical support for current and future product line. 
• Ability to capture lessons learned and makes recommendations for future enhancements. 
• Strong computer skills, experience with web based CRM tools
• Bilingual – fluent in English and Spanish

Benefits:
In exchange for your hard work and dedication, we offer a competitive salary, excellent benefits package and positive working environment.

To apply
To apply for this position go to https://home.eease.com/recruit/?id=490384

Comverge is an Equal Opportunity Employer.

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