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Customer Support Representative

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Location: Pflugerville, TX, United States
Date Posted:
Job ID: R17328
Job Status: Full-Time

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Description

Job Summary:

Our Customer Support Representatives are responsible for effectively and efficiently handling internal and external calls and emails, customer inquiries, and emergency requests in a professional and positive manner. In this position, you will be responsible for assigning technician work and leveraging your problem-solving abilities to ensure work gets completed safely, on time, and with a high degree of quality.

We support our employees with training to develop skills, knowledge, and abilities.

We offer an industry-leading benefits package, ongoing employee training and development, team building and career growth opportunities.

Join Ledcor Technical Services today!

Essential Responsibilities:

  • Create incoming service requests and dispatch to technicians quickly and efficiently
  • Monitor daily workload in assigned status to ensure clients’ requirements are met
  • Address inbound and outbound calls and emails to and from technicians, customers, and other working groups to ensure job status information is up to date and accurate
  • Assess daily workload and determine if any adjustments to the resource plan are required, including, but not limited to, contacting technicians to take additional shifts, and or jobs, to assist with high workloads
  • Ensure that adherence to client procedural requirements as well as LTS specific processes are followed
  • Respond to escalated requests for urgent installation and repair calls
  • Other duties as required

Qualifications:

  • Associate's Degree or 1-2 years experience in a dispatch call center would be preferred
  • Strong computer skills including proficiency in Microsoft Outlook, Excel, Word and PowerPoint, and the ability to multitask between multiple programs and type a minimum of 40 w.p.m.
  • Ability to investigate and resolve issues; demonstrates good judgment in discerning priority and non-priority issues and making decisions based on logical assumptions and factual information
  • Ability to multitask and maintain high performance standards under the pressure of time constraints in a fast-paced environment
  • Strong oral and written communications skills
  • Excellent customer service focus, with an ability to work collaboratively with others to influence outcomes
  • Ability to effectively handle both favourable and unfavourable customer interactions
  • Maintain a high degree of accuracy and attention to detail
  • Successful completion of pre-employment background check requirements

Work Conditions:

  • This position will be work on a 2-2-3 schedule (6:00am - 6:00pm)
  • Schedules are variable and require flexibility to work weekends & holidays based on business needs

#LI-Onsite

Additional Information:

Company Description

Ledcor Technical Services (LTS) designs, builds, and maintains wireline or wireless networks that span North America and beyond. We are a proven leader and innovator in telecommunications network construction, maintenance, and service installation and repair. 

But when you work for Ledcor, your experience will go far beyond the project. Do you want a career that means more? Join our True Blue team now!

Employment Equity

At Ledcor we believe diversity, equity, and inclusion should be part of everything we do. We are proud to be an equal-opportunity employer. All qualified individuals, regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other identifying characteristic are encouraged to apply.

Our True Blue team consists of individuals from all backgrounds who contribute diverse perspectives and experiences to Ledcor. We are committed to continuing to build on our culture of empowerment, inclusion and belonging.  

Adjustments will be provided in all parts of our hiring process. Applicants need to make their needs known in advance by submitting a request via email. For more information about Ledcor’s Inclusion and Diversity initiatives, please visit our I&D page.

All applicants must be able to show proof of eligibility to work in the United States.   

E-Verify® is a registered trademark of the U.S. Department of Homeland Security
Link to: https://www.uscis.gov/e-verify   

14400 The Lakes Boulevard, Pflugerville, TX

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