Description

Bring your passion for energy sustainability to your career with Five Star Call Centers. We are hiring associates to work with a U.S. company leading the industry in transforming the way commercial businesses use energy, and they're helping the planet in the process.

As a customer support specialist, you will help customers troubleshoot straightforward and simple concerns or issues with their smart building technology. Your goal is to identify the underlying problem and sort through possible solutions using resources right at your fingertips.

Help accelerate the world's transition to sustainable energy by applying today!

Who is Five Star Call Centers?

Five Star Call Centers is headquartered in Sioux Falls, SD, and has been providing high-quality, inbound customer service for U.S. companies for over 35 years. We've built a team that excels at training and engaging customer service associates that give our clients and their customers the best experience possible. And our rock star associates stay. Not just years, but decades. Learn more about Five Star Call Centers at FiveStarCallCenters.com.

Position:  Customer Success Associate

Work Hours: All hours 12:00am-11:59p (Days, Mid-shift, Nights, Overnights)

Work Days:  Mon-Fri & Every Other Weekend 

Paid Training Hours:  8:00am-5:00pm for approx. 1 week(Mon-Fri)

Status: Full Time 

Starting Pay:  See above, plus shift differential(extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance 

We are looking for backgrounds with strong job history, no gaps in employment and with at least 1 consecutive year working in customer service or call centers. Preferably your most current experience is in those areas.

Our agents are the liaisons between customers and our clients, so we depend on them to provide the very best service available. If you have a proven track record of quality customer service skills, enjoy helping other resolve issues, are dedicated to your work, and are reliable then we want to speak to you!

Click here to learn more about becoming Five Star Extraordinary.

Five Star offers  benefit package options  and a  sign-on bonus .

Benefits-at-a-glance: click for more details 

Sign on Bonus: After 60 days receive $250; After 120 days receive an additional $250 plus 8 hours of PTO as long as in good standing

*This is an onsite position working in the Wichita, KS office. However this can be a work from home position if you meet the work at home guidelines after training is completed in the office. There is no set time frame when this will occur. Work at home opportunities are not guaranteed. If a remote opportunity is offered you will be required to pass a background check.

Summary

Position Responsibilities  

Provide facility support relating to technical issues involving clients hardware and operating systems Troubleshoot and resolve incoming technical issues via phone or through our ticket system Connect via telephone and other contact channels to resolve customer’s technical issues Establish and communicate clear expectations with customers and work with our team to solve difficult issues Research internal resources for the best solution Maintain and increase knowledge of clients technology and hardware involved in the management of a facility Advise customers as to pertinent concerns discovered in the process of serving them Thoroughly enter all service tickets and track and escalate as necessary Build and foster customer relationships to earn their trust Follow up on outstanding requests and ensure timely resolution Successful members find resources by using problem solving skills Skillfully change from one task to another without loss of efficiency or composure Successfully complete all training sessions Actively participate in efforts to support customer satisfaction and maintain quality Effectively communicate with patience and understanding in all internal and external customers Remain positive and professional in all internal and external customer interactions Be available at your desk, maintaining punctuality and attendance at all scheduled times Physically be able to meet the demands of the job within the described work environment Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas Maintain the utmost confidentiality and security as it pertains to the Five Star Call Centers policies Perform other duties as assigned*

*Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Duties/Responsibilities

Work independently Type at a minimum 30 words per minute accurately Demonstrate initiative and self-motivation Performs assignments while under limited time frames Available to work weekends and holidays Basic math skills Positive attitude Must be able to speak, read, write and understand English

Education and Experience

A high school diploma or GED is required, but preferably a bachelor's degree Previous 1 year product support or trouble shooting experience required 1+ year of Facility Management experience or knowledge of assisting facilities with service calls involving HVAC, electrical, and/or lighting systems preferred, but not required. 2+ years of contact center customer service experience supporting customers via multiple contact channels (i.e. phone, email, chat, SMS) in a technical help desk environment preferred Knowledge of Office 365 Basic understanding of operating systems, business applications, and network systems

Required Skills/Abilities

Strong phone and verbal communication skills along with active listening Customer focus and adaptability to different personality types Maintaining composure in challenging situations Ability to use technology effectively and productively Ability to work in a team and communicate effectively and clearly Ability to multi-task and adapt to changes quickly Technical awareness: the ability to match resources to technical issues appropriately Understand support tools, techniques, and how technology is used to provide services Self-motivated with the ability to work in a fast-moving environment Regularly required to sit Regularly required to use hands to feel, handle and control objects Occasionally required to reach, stoop, kneel, or crouch Occasionally required to lift and/or carry loads of up to 30 lbs All standard vision abilities are required All standard hearing abilities are required

COVID-19 Considerations: Keeping our employees and our community healthy and safe!

Multiple sanitation areas in the facility Social distancing in shared areas Staying home when sick 

The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the job.

Five Star Call Centers values diversity and is committed to cultivating a professional, diverse workforce by hiring the best people available and providing the best service possible to our customers. Five Star Call Centers is an EOE/Veterans/Disabled/LGBT employer and participates in the E-verify program.