Operations Coordinator

Acro Service Corp; Miami (FL); On-site; USD 22,000 - 28,000; Full time

Job summary

Acro Service Corp is seeking a qualified call center representative to manage incoming customer calls regarding equipment under service contracts. The role involves greeting customers, verifying identification, and cross-referencing active contracts to determine service obligations and special instructions.

Responsibilities include dispatching technicians, handling elevator-related calls, and ensuring proper hand-off and closure.

Qualifications

• Proficiency with Windows-based PC operations.
• Ability to speak and write clearly for internal/external relations.
• Use proper grammar in all communications.
• Maintain a pleasant telephone voice and learn proper etiquette.
• Remain calm and professional during emergencies or with entrapped passengers.
• Type at least 50 words per minute and operate standard office equipment.

Responsibilities

• Greet customers professionally, verify identity, and cross-reference active contracts.
• Dispatch service technicians and follow up to ensure hand-off or closure.
• Handle elevator calls, calm passengers, assess emergencies, and contact authorities as needed.
• Record required information in the call center system and follow local procedures for agent hand-off.
• Maintain focused performance during high-concentration periods and emergencies.
• Reassure passengers and use judgment to involve appropriate company agents or authorities.
• Escalate calls to the proper authority when needed and follow procedures.
• Provide clerical support for entering call data and generating/distributing reports.
• Perform other duties as assigned.

Skills

Windows basics

Clear communication

Grammar proficiency

Phone etiquette

Calm under pressure

Typing 50 wpm

Education

High school diploma or equivalent

Job description

Summary:

You will be responsible for the timely disposition of incoming calls from customers experiencing problems with the equipment covered under the company's service contract

Responsibilities:

• Professionally greeting the customer, obtaining adequate identification from the customer, cross referencing the active contract files to verify service obligation and special instructions,
• Dispatch the appropriate service technician, and provide the necessary follow up to ensure appropriate hand-off or call closure
• Handle all calls originating from elevators including attempting to calm trapped passengers, discerning emergency situations from nuisance calls, contacting appropriate local authorities or agents, and maintaining communication with the customer if appropriate
• Use appropriate phone etiquette and thorough knowledge of call center processes to receive trouble calls from customers with company's service contracts, record necessary information to the call center information system, and follow local procedures to ensure a designated local agent has received control of the problem
• Uses periods of high concentration and knowledge of how to handle emergency situations following a defined set of procedures
• Requires the ability to maintain voice contact to reassure the passengers and to use judgment in contacting appropriate company's agents or local authorities
• Follow predefined procedures to escape calls to appropriate level of authority when unable to move call responsibility to designated company's agent
• Involves use of judgment on call escalation
• Provides direct clerical support for the entry of call center data into the call center information system and to perform filing, report generation and report distribution functions
• Performs other various job duties as may be assigned

Qualifications:

• Requires knowledge of basic Windows based personal computer operations
• Speak and write in a clear and understandable manner for internal/external relations
• Understand and use proper grammar
• Maintain a pleasant telephone voice and must be capable of learning and using proper phone etiquette
• Maintain a pleasant and calm demeanor in emergency situations or with entrapped passengers
• Requires ability to type at least 50 words per minute, including numbers proficiency, and should possess a working knowledge of general office equipment

Education Preferred:

• High school diploma or equivalent preferred.