Call Center Specialist ( Floater )

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Have you ever been part of a community or visited a community where you felt like you belonged? You felt heard, seen, and appreciated for who you are and the uniqueness you bring to the community. The people were warm and inviting. Everyone was willing to help everyone. There were challenges, but collectively that community was always able to overcome them. You always felt respected, safe, and protected. The community environment created happiness every time you entered it. Imagine being a part of this community experience every day. Now make it your reality and come join our Keystone team. Our company was started with the intent of changing the world, one world at a time. Let us change your world. We work hard AND we Play hard. We surround you with the BEST people. We provide you with the BEST benefits. AND you even get your birthday as a paid day off. Let us help Change Your world. JOB SUMMARY The Call Center Specialist (Floater) acts as the facilities contact for answering Facilities Service, Custodial and maintenance-related calls supporting and responding to internal and external customer needs in the airport terminal, hangar, and other airline support facilities operation and services. Call Center Specialist (Floater) works onsite and takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers' needs or issues and ensuring helpful timely response to their issues. As a Call Center Specialist (Floater), you must be available to cover first-shift assignments as needed, including filling in for a team members on PTO, call-offs, or other absences. Location: Charlotte-Douglas International Airport Shift: 10:30am-6:30 pm (Tuesday- Saturday) ( PTO/ Call-off coverage flex ) Pay rate: $19.00 - $21.00 per hour Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Answer calls, document, and process service requests from a variety of geographically dispersed facilities in United States.
• Process incoming customer and client emails accurately and timely fashion.
• Initiate work order(s) through the client work order system for calls that come into the call center accurately and timely fashion.
• Ensure all service requests are routed and assigned to specified provider within the set client guidelines including urgent and emergency work orders.
• Follow up and complete all work as per established call center guidelines.
• Coordinate and follow up the resolution of customer issues.
• Manage established client driven performance indicators and service levels.
• Meet all daily and monthly productivity measures.
• Monitor telephony queue time to maximize productivity.
• Adhere to all Communication Center specified and client driven standards for daily work order processes.
• Proficiency with Telecom system including logging in and out, and correct usage of aux codes.
• Calm and professional handling of emergency situations by following approved channels including notification of appropriate personnel until resolution.
• Participate in collaboration teams and support the adoption of new tools and technologies
• Perform other work-related duties as assigned

SUPERVISORY RESPONSIBILITIES/LEVEL OF SUPERVISION

• This position has no supervisory responsibilities
• Receives specific direction as to goals and the achievement of those goals. Evaluated based on the successful performance of essential job duties and responsibilities and achievement of goals.
• Ability to work with minimal supervision

ATTRIBUTES FOR SUCCESS

• Willing to go above and beyond
• Takes pride in their appearance
• High level of professionalism
• Ability to work in a fast-paced environment and perform well under pressure
• Adaptable
• Positive attitude
• Willingness to share knowledge with team members, supervisors, and customer
• Self-discipline
• Reliable

KNOWLEDGE, SKILLS, AND EDUCATION

• Strong customer service skills
• Excellent communication skills
• Strong problem-solving skills
• Ability to effectively prioritize tasks
• Detail oriented
• HS Diploma or Equivalent
• At least one year prior related work and customer service experience in a call center environment.
• Excellent interpersonal skills demonstrated.
• Ability to work individually or within a team environment.
• Able to work in a group and share information.
• Strong professional telephone and email etiquette.
• Strong verbal and written skills.
• Excellent typing and data entry skills.
• Computer Competency, Microsoft Office, Outlook Mail, Case Management Tools.
• Clerical and Organizational Skills to handle multiple tasks simultaneously with an attention to detail.
• Independent judgment in coordinating and prioritizing diverse activities/tasks
• Strong data analytical abilities
• Demonstrated ability to learn new skills and apply the knowledge
• Cheerful, calm, even tempered, and motivated demeanor.
• Flexibility with work schedules to ensure coverage.
• Dependable and punctual to all established working hours along with department, project, or department meetings.
• Ability to follow specific processes, policies and deadlines; this includes department, corporate, and client policies.
• Flexible/ Adaptable with workflow, process updates, and policy changes.

WORKING CONDITIONS, TRAVEL, PHYSICAL REQUIREMENTS This is a full-time position, 40 hours per week, with additional hours as needed to address the needs of the customer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions/physical requirements of the job. Additional requirements are as follows:

• Ability to stand for long periods.
• Ability to walk on level, uneven and slippery surfaces.
• Ability to frequently reach, twist, turn, kneel, bend, squat and stoop.
• Ability to operate office equipment, computer and tools.
• Correctable vision and hearing.
• Ability to walk long distances within the airport.
• Ability to regularly lift, drag, carry and push equipment, tools and supplies up to 75 pounds.
• Ability to climb ladders.
• Ability to function in high-pressure situations.
• Ability to drive a vehicle.
• Exposure to mechanical, electrical and noise hazards.
• Exposure to inclement weather conditions

OTHER REQUIREMENTS

• Pass a Keystone Management, LLC background check
• Pass Drug Screening
• 2 Years of Call Center Experience
• Pass the Charlotte-Douglas International Airport SIDA badge and drivers test within two (2) tries
• Pass a Federal Aviation Administration background check
• Pass a driving history check
• Possess a current driving license
• 1st shift; flexible for PTO/call-off coverage as floater.

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