Job Title: Customer Service Rep/CSR (Call Center Exp)
Location: Romulus, MI 48174
Duration: 6+ Months
Shift hours: Fri. 8 AM - 4 PM/
Payrate : $16.00/hr. on w2 without benefits
Job Description:
The Contractor is tasked with using the available resources efficiently to assess the customer's issues and recommend valid solutions as well as escalate unresolved issues to the appropriate client Manager, Director or Assistant Division Directors. Some of the specific duties for the Contractor include:
Input service requests (SR) into City works Asset Management System.
Look up status of service requests.
Create and track SR tickets.
Initiate permit requests.
Follow up with division contacts regarding service requests and inquiries.
Coordinate follow-up emails with customers to ensure their issues have been addressed.
Answer in-bound calls and dispatch to appropriate personnel
Record details of each customer interaction with any actions taken
Provide information on various activities in the department
Provide customer service for the entire Department of Public Services
Maintain adequate knowledge of all internal software and systems
Make calls notifying managers for Snow and Ice operations.
Work with night patrol and On-call client's County staff.
Report to On-site Department Manager V with issues and problems.
Required Skills:
Length of initial training provided by client is anticipated to be 30 days.
County will provide the scripts
The call center is a 24-hour operation and must have adequate personnel at all times. Calls must be answered at all times.
All technology and equipment shall be provided by the client.
The Internal software used is Cityworks.
Annual volume of calls is approximately 35,000 for all divisions.
Annual volume of service request tickets is approximately 25,000.
This service does not replace or enhance 911 emergency networks.
About our Company: -
22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.
Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.
“22nd Century Technologies is an Equal Opportunity Employer" and “US Citizens & all other parties authorized to work in the US are encouraged to apply."
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.
