Help Desk Technical Support

SHIELD AUTO GLASS - San Antonio, TX 78230

Job details Salary $19 - $26 an hour Job Type Full-time Part-time Temporary Number of hires for this role 10+ Qualifications

    • High school or equivalent (Preferred)

    • Customer service: 1 year (Preferred)

    • US work authorization (Preferred)

Full Job Description
  • Contact customers to respond to inquiries or to notify them.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Accurately and concisely document customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • De-escalate cardholders and issues through solid troubleshooting, problem solving, customer service skills and follow-up. Follow proper escalation processes.
  • Work closely with sales team
  • Provide invoice and statement copies to customers as requested
  • Ability to work and function in a fast pace call center environment with multiple priorities while handling inbound calls to meet required measured standards while maintaining a positive customer experience.
  • Identify and escalate priority issues
  • Manage communications and requests from field engineers through email and phone calls (more emails & tasks than phone calls).
  • Serve as initial point of contact for potential customer via phone
  • Document and update customer interaction within customer relationship management (CRM) system
  • Review information provided by customer to confirm accuracy, determine availability for in-home sales consultation
  • Follow established call center processes utilizing knowledge base tool.
  • Obtain and examine all relevant information to resolve customer service questions and to determine possible causes.
  • Handle customer inquiries both over the phone and by email
  • Maintaining a positive, empathetic and professional attitude toward patients always
  • Responding promptly to customer inquiries
  • Communicating with customers through various channels
  • Document all call information according to standard operating procedures
  • Complete call logs
  • Reports for work on time and maintains a satisfactory attendance record.
  • Customer Service agents help customers via telephone to provide information about accounts and services.
  • Research required information using available resources
  • Keeping records of patients’ interactions, transactions, comments and complaints
  • Ensure customer satisfaction and provide professional customer support
  • Proactively follows up and coordinates with other departments to ensure resolution of customer issues.
  • Update existing customer information
  • Prepare and mail monthly reminder and past due letters
  • Prepare lien releases
  • Evaluate credit limits
  • De-escalate the call where appropriate and provide solutions that leave the customer satisfied with the resolution
  • Produce call reports
  • Researching service providers based on service, price, quality, availability and reliability.
  • Initiate outbound calls to potential customers for sales consultations
  • Overcome objections from potential customer regarding scheduling, cost, etc. to schedule sales consultation as soon as possible
  • Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality
  • Responds to and resolves customer complaints by researching the problem and developing appropriate solutions within an empowered environment and in accordance with company guidelines.
  • Assists with monitoring and balancing the workload of all assigned corrective maintenance Customer Engineers.
  • Process orders, forms and applications
  • Resolve short pays, deductions, or discrepancies’
  • Enter data from these communications into corresponding systems while maintaining a high level of accuracy and efficiency to meet the 1-hour OLA for all communications throughout prescribed shift.
  • Track and respond to all incoming field requests for corrective maintenance services.
  • Identify and dispatch available resources based on needed expertise, customer dynamics and employee skill set to provide on-site customer support.
  • This includes using the proper escalation path and notifying the proper Service manager and Director and other appropriate EMC personnel.
  • Exceed customer service expectations by providing an outstanding experience to every potential customer
  • Obtain customer application
  • Obtain customer payments
  • Performs other duties as assigned, requested or deemed necessary by management
  • Create account adjustments
  • Performs miscellaneous duties as assigned by a supervisor or manager including customer account research, special reports and projects.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Contact customers to respond to inquiries regarding accounts.
  • Help solve customer issues by properly escalating to designated departments for further investigation.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Answer calls and respond to emails
  • Find, communicate, and negotiate with service providers throughout the US.
  • Consistently demonstrates excellent collection service skills and ability to assist customers with their payment needs and have willingness to help customers in difficult times.
  • Promotes good customer relations in all transactions and contacts.
  • Exercises constant awareness and knowledge of privacy issues while working with customer accounts
  • Responsible for managing a large volume of customer accounts
  • Adhere to credit and collection policies and procedures
  • Prepare, review and analyze customers aging reports
  • Initiate collection attempts via phone calls, e-mails, and mailings
  • Receive incoming phone calls from customers and colleagues
  • A typical customer service specialist is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed.
  • Examine, analyze and make recommendations on existing Service Providers
  • Promote teamwork through consistency, reliability and group cohesiveness
  • Resolve customers' service issues by performing activities such as registering and activating cards, linking accounts, transferring funds, etc.
  • Provide customers with product and service information
  • Enter new customer information into system
  • Manage and resolve customer complaints
  • Utilizes Procurement tools to manage multiple sites and other administrative activities.
  • Customer service agents may be inbound, outbound or a combination of both.
  • Resolve customers service complaints
  • Communicate with customer and salesman when customer accounts have been placed on hold
  • Maintain customer account information
  • Ability to learn, use and work with INI (Interaction Client Agent Desktop Phone System) plus other supporting applications as needed such as; Semafone, FirsTech payment Interface, Kenan, Siebel, Kansys, MACC and Web Portal.
  • Process credit card payments
  • Prepare e-mails and issue RFI’s (requests for information) to Service Provider’s; follow-up to assure understanding.
  • Additional job responsibilities assigned by your manager
  • Provide customers with exceptional customer service
  • Route calls to appropriate resource
  • Follow up customer calls where necessary
  • Educate cardholders on usage; promote new or additional products and services.
  • The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
  • Orders parts for the Customer Engineers to expedite call handling. Maintain a basic understanding of account base information including internal contacts and basic requirements and procedures for major accounts. Track on-going corrective maintenance issues on turnover and maintaining continuity.
  • Partners with other Schedule & Dispatch Specialists within a Geography to source and share additional corrective maintenance resources across the division for effective resource utilization.

Job Types: Full-time, Part-time, Temporary

Pay: $19.00 - $26.00 per hour


  • 401(k)
  • Employee discount
  • Paid time off


  • Monday to Friday

Supplemental Pay:

  • Bonus pay
  • Commission pay
  • Tips

Ability to commute/relocate:

  • San Antonio, TX 78230: Reliably commute or planning to relocate before starting work (Preferred)


  • High school or equivalent (Preferred)


  • Customer service: 1 year (Preferred)

Work Location: One location

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