Receptionist

Description

• Maintains department part inventory and performs audits.
• Practices great customer relations and ensures all customer issues are escalated as needed.
• Attendance/Punctuality/Overtime - Consistently at work and on time; ensures management is informed when absent or tardy, completes scheduled shifts. Works overtime when requested to cover coworkers.
• Customer Service - Ensure customer satisfaction by addressing aggravated or displeased customers in various situations; responding promptly to customer needs by directing their request or complaint to the appropriate service department or staff; soliciting customer feedback to improve service; meeting commitments.
• Routes escalated tickets, follow ups and ongoing unresolved issues to Customer Liaison and Tier 3 Manager.
• Handles internal mail distribution, filing, document scanning, proper document destruction
• For Support RFS calls, enters tickets into call ticket system which includes verifying and updating customer information, determining call priority using provided guidelines, and notifies Floor Manager of sites with a priority of down. Informs Floor Managers of tickets that have had repeated call backs and escalating customers.
• Handles sign out of company property (phones, laptops, cars)
• Maintains asset management of all customer information, configuration and pertinent data.
• Monitors switchboard to insure calls on hold are handled in a timely manner, frequent checking on customers
• Performs various department reporting or data mining.
• Communicates with technicians in regards to customer call backs and any relevant information
• Determines if call is for Support/Sales/Administration/Production/Marketing/Other and addresses the call accordingly for the department that it is for.
• Processes administrative documents including expense reports and install packets. Forwards documents to appropriate departments.

Requirements

• Dependability - Follows directions, responds to management direction; takes responsibility for own actions; completes tasks on time or notifies appropriate person with an alternate plan.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; proprietary Innovative Control Systems information is kept confidential.
• Teamwork - Exhibits objectivity and openness to others’ views; contributes to building a positive team spirit.
• Oral/Written Communication – Speaks and writes clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions and requests.
• The highest priority of this position is to address incoming calls. Punctuality to answer calls and using the proper greeting is paramount (refer to ICS Customer Service Department Script).

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance