Overview
We are seeking a motivated and experienced Call Center Operator to join our dynamic customer service team. As a Call Center Operator, you will be responsible for overseeing day-to-day operations, be part of a team of customer service representatives, and ensure the delivery of exceptional service to our customers. The ideal candidate will have a strong background in call center operations, excellent communication skills, and a commitment to achieving high levels of customer satisfaction
Call Center Operations:
- Respond to all service requests via, ticket, phone, email, ping, or other forms of communication.
- Proactively update tickets within multiple ticketing systems.
- Manage call queues, tickets, emails, and manage scheduling to meet service level agreements.
Performance Management:
- Adhere to performance expectations, key performance indicators (KPIs), and Service Level Agreements (SLAs)
Quality Assurance
- Adhere to quality assurance processes to ensure consistent and high-quality customer interactions.
- Participate in regular audits of calls and provide constructive feedback.
Customer Satisfaction:
- Monitor customer satisfaction metrics and suggest strategies to improve customer experience.
- Address escalated customer issues promptly and effectively.
Reporting and Analysis:
- Generate and analyze call center performance reports, identifying trends, areas for improvement, and opportunities for efficiency.
- Provide regular updates to management on team performance and key metrics.
Teamwork:
- Foster a positive and collaborative team environment focused on achieving performance goals and delivering outstanding customer service.
Qualifications:
- High school diploma required; bachelor's degree preferred.
- 3+ years of experience in call center operations, with at least 1-2 years in a leadership role.
- Proven track record of achieving and exceeding performance targets.
- Strong communication and interpersonal skills.
- Familiarity with call center technology and software.
- Benefit Information:
- ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2024 Employee Benefits | Staff and Management Team Members.
- ABM (NYSE: ABM) is one of the world’s largest providers of facility services and solutions. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services and forward-looking performance solutions that improve the spaces and places that matter most. From curbside to rooftop, ABM’s comprehensive services include janitorial, engineering, parking, electrical and lighting, energy and electric vehicle charging infrastructure, HVAC and mechanical, landscape and turf, and mission critical solutions. ABM serves a wide range of industries – from commercial office buildings to universities, airports, hospitals, data centers, manufacturing plants and distribution centers, entertainment venues and more. Founded in 1909, ABM serves over 20,000 clients, with annualized revenue approaching $8 billion and more than 100,000 team members in 350+ offices throughout the United States, United Kingdom, Republic of Ireland, and other international locations. For more information, visit www.abm.com.
- ABM is proud to be an Equal Opportunity Employer qualified applicants without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected factor under federal, state, or local law. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.
- ABM participates in the U.S. Department of Homeland Security E-Verify program. E-Verify is an internet-based system used to electronically confirm employment eligibility.
- ABM is a military-friendly company proudly employing thousands of men and women who have served in the U.S. military. With ABM, you’ll have access to a world-class training program and ample opportunities to use the skills you developed while serving our country. Whether you’re looking for a frontline or professional position, you can find post-military career opportunities across ABM.
- ABM directs all applicants to apply at www.abm.com ABM does not accept unsolicited resumes.
