Job Description:
Summary:
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. A typical customer service specialist is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.
Job Responsibilities:
Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Refer unresolved customer grievances 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.
Skills:
Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
Ability to work independently and manage one’s time.
Ability to accurately document and record customer/client information.
Previous experience with computer applications, such as Microsoft Word and PowerPoint.
Education/Experience:
High school diploma or GED preferred.
2-4 years customer service related experience required.
Position’s Contributions to Work Group:
The Driver Safety System (DSS) is a technology designed to detect operator fatigue and distraction events, and the system alerts the operator the moment the fatigue or distraction is detected and nudges them back to alertness. The DSS Monitoring Center classifies events from over 250 sites around the globe, and our team intervenes when necessary to ensure operator and mine site safety.
As a Monitoring Center Safety Advisor, you will provide safety services on a global scale!
Analyze critical safety event data and video from an in-vehicle system
Determine safety event classifications and sub-classifications
Implement applicable Fatigue Intervention Plan (FIP)
Contact customers sites as required by FIP
Coordinate with peer(s) to ensure consistent operation and application of event classifications
Perform quality audits of event classifications per supervisor direction
Facilitate the completion of tier 1 service tickets as required by supervisor
Task breakdown:
Reviewing video data and subclassifying based on driver criteria, looking for signs of fatigue. Calling mine dispatch to relay any safety concerns specifically driver fatigue for intervention.
Interaction with team:
Work side by side with 7 other advisors/customer support reps in a 24/7 safety monitoring room. Communication via Microsoft Teams and interpersonal.
Team Structure
Team of 8 working side by side.
Work environment:
Personal office area with personal desks.
Education & Experience Required:
Years of experience: 1-2 years
Degree requirement: HS Grad
Do you accept internships as job experience: Yes
Are there past or additional job titles or roles that would provide comparable background to this role:
Ideal candidate – nocturnal/gamer/night owl due to the work shift schedule
Top 3 Skills
Multitasking
Effective Communication.
Attention to detail.
Additional Technical Skills
(Required)
Computer skills. Browsing and interface control. Typing skills.
Microsoft Office 365 products.
Previous experience with computer applications, such as Microsoft Office 365 products, Microsoft Teams and basic language platforms.
(Desired)
Multilingual.
Soft Skills
(Required)
Teamwork and good attitude.
Verbal communication skills, attention to detail, customer service skills and interpersonal skills.
Ability to work independently and manage one’s time.
Ability to accurately document and record customer/client information.
Ability to work as a team, communicate effectively, be heard, be clear.
Ability to multitask in regard to speaking and typing.
Bilingual or Multilingual skills are a plus but not required.
Notes:
Third Shift (United States of America) (7:00 PM - 07:00 AM) – can work on a night shift schedule
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status