Command Center PC Frontline
CTI Consulting
4 reviews
Tampa, FL 33607
CTI Consulting
4 reviews
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Job details
Salary
Up to $22 an hour
Job Type
Full-time
Contract
Number of hires for this role
2
Full Job Description 85% phone work: out & in-bound
 10% escalation
 5% data integrity audits
 Perform technician screenings
• (Capability assessment to ensure tech has the necessary experience to perform project work)
 Send technician welcome email w/field procedures, instructions, etc.
 Perform T-3 technician confirmation call
• (To ensure tech is still available for assignment)
 Perform T-24hr technician confirmation call
• (To ensure tech is still available for assignment)
 Perform T-0 technician same-day confirmation call
• (To ensure tech is still available for assignment, has field procedures, address, point of contact, and to
• Answer any questions)
 Perform technician Over-duration call
• (Each project has a planned duration the tech is expected to complete the work w/in that timeframe;
• However, if the tech goes over that time, ICC contacts the tech to identify root cause)
 Perform Site-Readiness call
• (Ensure site knows about & is ready for the technician’s arrival: Hardware Delivered, etc.)
 Partner Escalations occur when a tech is late, cancelled, unable to reach tech, on-site issues
 Perform Check-Out includes Processing deliverables & tech rating
 Data Entry of all actions/notes/etc. using clear, concise language
 Various excel reporting (shift hand-off report, project check-in notification, weekly hours report, daily unconfirmed report, escalations: late tech and cancellation/ no-show tech, DNU tech, outstanding deliverables, partner performance report, etc.)
 Communicates with/Escalates to PCs & PMs when any issue or potential issue occurs
 Monitors email communications from Technicians, PMs, PCs, Partners, Scheduling
 Actions E-mails in all Email boxes
 Actively hands-off & updates the next shift
 Proactively communicates w/PC when FR’s project process is not clear, not written clear, missing instructions, etc.
 Logs all Daily incidents
 Answers tech questions while tech is on-site
 Understands all processes, procedures and location of tools such as the SOP, templates, Wikis, etc.
 Proactively notifies the PC/PM if anything on-site or in the tools seems incorrect or is not working properly
 Watch for call volume spikes & organize your day, breaks/lunch, around call spikes
 Stay in Phone Queue & Team Chat at all times unless directed otherwise
2 Skillset / Experience
 Strong Follow-up; understands task ownership and completion – overcome obstacles
 Understands priorities & how to re-prioritize tasks Daily
 Perform self & team audits
 Various excel reporting
 Energetic, eager, and a passion for his/her job
 Team player, positive attitude under pressure, Builds relationships
 Excellent written & oral communicator
 Previous experience supporting professional service projects/dispatcher
 Motivated to work on many projects w/different expectations daily
 Strong Multitasking skills & fast learner
 Interested in bringing ideas to the table to improve the current processes
 Well versed in SharePoint & data entry
 Dispatch experience preferred
 Knowledge of Office 365 suite required (Excel, Outlook)
 Willingness & ability to follow precise directions, ability to change focus when necessary, strong customer service background
 Strong accuracy required w/data input
 Ability to work well with team, partners, project coordinators & project managers
 Basic Technical knowledge and call center experience
 Previous team lead/leadership experience is a bonus
 Previous phone support preferred
 Willingness to grow and increase knowledge regularly: (reduce weakness/increase strengths)
Job Types: Full-time, Contract
Pay: Up to $22.00 per hour
Schedule:
• 8 hour shift
Ability to Commute/Relocate:
• Tampa, FL 33607: Reliably commute or planning to relocate before starting work (Preferred)
Work Location:
• One location
Work Remotely:
• No