EXECUTIVE PERSONNEL SERVICES INC Jobs (2)

Job Details Summary :

Job Description :

GENERAL ACCOUNTABILITIES

Works as a team member of the Application Service Desk / Help Desk to provide front line end user support. Utilizes strong customer service and technical abilities to resolve customer inquiries and problems via incoming phone calls, e-mails, HEAT self-service and chat mediums of communication.

Ensures all calls received by the APPLICATION Service Desk / Help Desk are properly handled and escalates issues, as needed, to the appropriate APPLICATION Service Desk / Help Desk 2 Team.

May address assigned responsibilities outside of phone support as required to meet the overall objectives of the APPLICATION Service Desk / Help Desk.

SPECIFIC RESPONSIBILITIES

100% APPLICATION Customer Support

• Acts as a Service Desk / Help Desk representative for the APPLICATION Operations Support department and provides phone-based application support a minimum of 95% of the time.
• Researches and troubleshoots all calls; follows the APPLICATION Escalation process to escalate calls that cannot be resolved at point of contact to the designated APPLICATION Service Desk / Help Desk 2 Team.
• Tracks problem / issue through to resolution by opening a ticket for each caller.
• Logs 100% of all calls received into call tracking application and maintains records of all caller interactions; achieves 80% first call resolution or higher.
• Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high volume environment.
• Shares critical information with peers to aid in the development of other team member’s skills.
• Utilizes the available training materials to educate callers. Broadens knowledge of APPLICATION, including new enhancements and features, in order to perform duties efficiently.
• Maintains the highest level of professionalism with all callers; diffuses calls from irate customers.

This position is not a Password Reset, Desktop Support, Hardware Support or Network / LAN support position.

Core / Critical Competencies

Promote Innovation

Comes up with new ways to look at problems and processes in their work

Achieve Results

• Works productively with minimal supervision; achieves work objectives in a timely manner
• Works to resolve routine problems promptly and effectively

Display Adaptability

• Is open to new and different ways to accomplish work
• Responds positively and productively to new initiatives or changes in priorities

Communicate Effectively

• Conveys facts and information clearly in written and spoken communications
• Shares viewpoints and information openly and listens attentively to others’ ideas and suggestions
• Communicates in a timely and effective manner with manager

Collaborate with Others

• Proactively contributes to group objectives; volunteers to help others as needed
• Welcomes ideas and input from others

Build Productive Relationships (Internal / External)

• Relates to others in open and helpful manner; consistently treat others with respect
• Maintains composure in challenging situations

EDUCATION / EXPERIENCE / MINIMUM Requirements

Education :

Two (2) year degree or technical program.

Experience :

Two (2) years’ experience in technical and operational support for customers in the use of computer hardware and applications via telephone.

Knowledge, Skills & Abilities :

• Strong customer service skills required; able to problem-solve and diagnose complex tasks.
• Working knowledge of Microsoft Windows operating systems.
• Working Knowledge of Microsoft products (Word, Excel, and PowerPoint).
• Funeral industry experience desirable.
• Excellent verbal and written communication skills.
• Demonstrated technical aptitude.
• Must be detail oriented.
• Excellent interpersonal skills and comfortable working with people at all levels of the organization.
• Well organized, with the ability to handle multiple tasks simultaneously.
• Must be able to learn new hardware and application technology quickly.
• Must be able to work independently, with minimum direct supervision.
• Must be able to work within the defined procedures and within the schedule provided
• Good coaching and leadership skills.

Work Conditions

Work Environment

• Work indoors during all seasons and weather conditions
• Professional Dress is required.

Work Postures

• Sitting continuously for many hours per day, up to 6 hours per day
• Climbing stairs to access buildings frequently

Physical Demands

Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

Working beyond standard hours as the need arises including shift work and weekends on a rotated basis

EXECUTIVE PERSONNEL SERVICES INC is an EEO employer - M / F / Vets / Disabled View all jobs at this company

Position : Janitorial Project Manager

EPSI Worx is looking for an experienced Janitorial Project Manager to assist with Facilities Contracts. This includes but is not limited to initial site visits, cost evaluations, staff management, contract evaluations, safety evaluations, and additional project management responsibilities.

Responsibilities :

• Work closely with CEO and Sales Team
• Provide oversight of assigned contract areas
• Train and supervise all staff, including training, scheduling, and coordinating staff and duties to meet requirements of contract.
• Administers corporate personnel policies in accordance with client contracts.
• Maintain positive customer relationships and respond to customer inquiries / requests in a timely manner.
• Ensure contractual compliance through surveillance, audits, and hands on inspections of work and taking immediate action when work is not completed to standards.
• Ensure adherence to Quality Control and Safety Plans. Work with the Director of Operations on issues and concerns pertaining to the established goals.
• Additional duties will be assigned as needed

EXECUTIVE PERSONNEL SERVICES INC is an EEO employer - M / F / Vets / Disabled View all jobs at this company