Hybrid Customer Support & Case Resolution Specialist

ABB; Richmond (VA); Hybrid; USD 38,000 - 48,000; Full time

Job summary

ABB is seeking a customer service professional to provide support services to internal and external customers, creating and managing cases across the life cycle. The role requires clear communication via phone and email and effective handling of urgent requests in a hybrid work model.

With at least two years in a service organization or call center, you must have work authorization to work in the US. The team collaborates to ensure ISO 9001:2015 compliant processes and timely case delivery.

Qualifications

• High School Diploma or GED.
• A minimum of 2 years of customer service experience in a service organization with call center experience.
• Candidates must already have work authorization that would permit them to work for ABB in the US.

Responsibilities

• Create and process all field service cases in accordance with Case Life Cycle procedures for both telephony and email case creation.
• Process and Deliver Cases to ABB customers in a timely manner.
• Manage urgent customer requests.
• Initiate creative solutions to meet expectations and ensure the processes are in compliant with ISO 9001:2015 requirements.
• Manage a changing workload and foresee processing difficulties in advance.
• Communicate with customers in a precise and professional manner via phone and email.
• Escalate support issues/requests to appropriate individual(s)/team(s) based on current guidelines.

Skills

Customer service

Call center

Case management

Education

High School Diploma or GED

Job description

ABB is seeking a customer service professional to provide support services to internal and external customers, creating and managing cases across the life cycle. The role requires clear communication via phone and email and effective handling of urgent requests in a hybrid work model.

With at least two years in a service organization or call center, you must have work authorization to work in the US. The team collaborates to ensure ISO 9001:2015 compliant processes and timely case delivery.