Customer Service Rep

Jacobs • Full-time • IL, US • 1m ago

Location: Argonne, IL
Category: Engineering
Job ID: DSM00002L

Your Impact:

We are currently seeking a full-time customer service representative to join our Argonne team in Lemont, Illinois. This will be a full-time hybrid in-person and work from home position. The successful candidate will play a crucial role in providing a positive experience for all users at the laboratory and will be responsible for coordinating work orders for our technicians. The successful candidate must be a self-directed team player with strong verbal and written communication skills and the ability to work well with senior management and peers.

The CSR will provide Tier1/Service Desk support. The CSR will interface with laboratory telephone services users and will act as a liaison for the users for understanding their needs and document appropriately as Incidents or MAC work orders. The CSR will be responsible for scheduling the work of the Field Engineers related to user requests via Calero/Pinnacle (TEMs Software) and conveying scheduling information to the users. The CSR will receive trouble reports from users and document them in the Laboratory’s Incident tracking system (Service Now), resolve or forward to the Field Engineers and track to completion.

Create work orders for Adds, Moves and Changes (Pinnacle Software)
Submit Networking Tickets as required
Ensure that the users’ needs and expectations are met.
Maintain Knowledge Base articles for Telephone Service Support in Service Now.
Manage the work processes associated with provisioning equipment and Work Order Management.
Update telephone directory listing in the PBX and 911 system
Receive trouble reports from users and document them in the Laboratory’s Incident tracking system (Service Now), resolve or forward to the Field Engineers and track to completion.
Basic trouble shooting in regards to phone equipment, features and voice mail.
Work on special projects as required.

#DIVERGENT

Here’s what you’ll need:

Clearance Required: No
Minimum Education: High School
Minimum Years of Experience: 0-3

Preferred:

Associates degree a plus
Advanced proficiency in Microsoft Suite, Box
Ability to quickly understand new processes and software applications used by the lab
A self-directed team player with strong verbal and written communication skills and ability to work well with senior management and peers
Strong customer service skills; maintains effective relationships with internal and external customer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.