Call Center Representative Job at ABM Industries in Chicago

Job Summary

We are seeking a motivated and experienced Call Center Operator to join our dynamic customer service team. As a Call Center Operator, you will be responsible for overseeing day-to-day operations, be part of a team of customer service representatives, and ensure the delivery of exceptional service to our customers. The ideal candidate will have a strong background in call center operations, excellent communication skills, and a commitment to achieving high levels of customer satisfaction.

Schedule

Saturday & Sunday (12:00 am - 8:00 am)

Pay Rate: $16.60 per hour

The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on the applicant’s experience, skills, abilities, geographic location, and alignment with market data.

Benefit Information: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Front Line Team Members (Programa de Beneficios de ABM).

Call Center Operations

• Respond to all service requests via ticket, phone, email, ping, or other forms of communication.
• Proactively update tickets within multiple ticketing systems.
• Manage call queues, tickets, emails, and scheduling to meet service level agreements.

Performance Management

• Adhere to performance expectations, key performance indicators (KPIs), and Service Level Agreements (SLAs).

Quality Assurance

• Adhere to quality assurance processes to ensure consistent and high-quality customer interactions.
• Participate in regular audits of calls and provide constructive feedback.

Customer Satisfaction

• Monitor customer satisfaction metrics and suggest strategies to improve customer experience.
• Address escalated customer issues promptly and effectively.

Reporting and Analysis

• Generate and analyze call center performance reports, identifying trends, areas for improvement, and opportunities for efficiency.
• Provide regular updates to management on team performance and key metrics.

Teamwork

• Foster a positive and collaborative team environment focused on achieving performance goals and delivering outstanding customer service.

Qualifications

• High school diploma required; bachelor's degree preferred.
• 3+ years of experience in call center operations, with at least 1-2 years in a leadership role.
• Proven track record of achieving and exceeding performance targets.
• Strong communication and interpersonal skills.
• Familiarity with call center technology and software.

A good job for someone just entering the workforce or returning to the workforce with limited experience and education. ABM is a military and veteran friendly employer; veterans and candidates with military experience are encouraged to apply. Military Occupational Specialty Code: 88H, 88M, 88N, LS, 0431, 2T2X1.