Customer Care Representative II

General Summary:The Customer Care Representative II provides the principal interface between the customer and the local operations organization.  Responsible for generating, dispatching, and closing out customer requested service order orders, which include AMC, Time and Material, and Maintenance service orders.  The process includes taking customer calls, analyzing those calls, dispatching, and closing service orders. Key Responsibilities:· Resolve customer complaints and emergency situations whenever possible and escalate to the proper authority when necessary· Provide ongoing communication to the customer with regard to status and actions of any work requested by the customer· Input work orders into computerized system and dispatch jobs to the proper person or department for resolution· Identify and anticipate customer problems and determine urgency needed for customer satisfaction and timely completion of order· Document all account activity and hands off to management for inclusion into site book· Collect all paperwork associated with jobs including work orders from technicians on a weekly basis· Keep management informed of large, unusual or pressing jobs· Ensure that technicians are adhering to STF policy and procedures regarding time reporting and coding off jobs and notify Operations Manager if they are not· Open tickets for dispatch at discretion of Remote Technician· Update and post alarm disregards· Dispatch technicians after-hours and weekends· Additional responsibilities as position requires Knowledge, Skills & Abilities Required:  (education, experience, technical skills, communication skills, customer focus, time management skills, independence, accuracy)· High school degree· 3+ years customer service experience; Telecommunications experience preferred· Good oral and written communications and interpersonal skills with customers and management· Strong organizational skills as well as detail orientation· Ability to meet deadlines works and communicates effectively with the stress of a fast-paced environment· Multi-tasking skills required· PC experience including Microsoft Office Suite products Shared Technologies Inc. is an affirmative action employer, and we encourage minorities and women to apply.Minority/ Female/ Disabled/ Veteran