Call Management Coordinator/Incident Handler - 339579

  • Free
  • Published date: May 20, 2020
    • Ohio, United States

Call Management Coordinator ---------------------------

Shift: Wednesday- Sunday 11:30pm-8am Overtime: Mandatory Overtime (3 week rotation) based on business need Pay Rate: $12-14/hr Location: North Canton

Do you have a great background in Customer Service? Are you looking for the next step in your career? If so, my client is looking for you!

My client is a large, local IT based company looking for a Call Management Coordinator to join their customer service team. In this role you will, provide Call Management System scheduling support to Customers, Service Delivery Team Members, Field Associates, and Business Management Team Members. This position is for nights and weekends.

Some essential functions of this position include: --------------------------------------------------

Monitoring real time operation of the Call Management System to ensure Service Level Agreement (SLA) is being met. Ensure all available Customer Service Engineers (CSEs) are actively assigned to calls. Continuously monitoring white space on the Call Management System to ensure maximum productivity of CSEs. Marking CSE unavailability on the Call Management System chart for emergency situations as per standardized documentation and making Business Team aware of those occurrences. Reviewing call lists; prioritizing urgency and scheduling appropriately thru interface with CSEs, Business Team, and customers. Utilizing team/geography knowledge to provide feedback to Business Team to improve resource efficiencies. Participating in conference calls as required. Escalating urgent service needs and CSE-related issues and concerns to appropriate management team. Assisting in training new Call Management Coordinators in using the Call Management System. Documenting customer satisfaction and recognition of CSEs for good performance. Contacting customers with estimated times of arrival as necessary.


Associate degree preferred Experience in customer service, call center, field service or high volume production scheduling required Strong analytical and problem solving skills Demonstrate the ability to communicate (oral/written) effectively, interface with customers and function well within a team environment Microsoft Word and Excel skills Ability to learn new systems/software in above average time frame

For more information about this role and more like it, contact

Patricia Brown Emerald Resource Group Phone: 440-922-9000 ext. 115 ----------------------------

Email: ( )Check out our current openings! ( )

Reference : Call Management Coordinator/Incident Handler - 339579 jobs

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