Johnson Service Group, a leader in technical staffing for over 25 years is currently seeking Customer Service Associates. Clearwater, FL 33760
1. Your resume text should reflect the information listed in the job description below. 2. If you have expertise listed in the job description, the information must appear in your resume. 3. Do not presume the reviewer understands you can perform a task that you do not detail in your resume. 4. If you are interested, please submit your resume in word document format, in a reply email! 5. $12.50/HR maximum budget. 6. Submittal Deadline - Monday, September 13th at 8am. 7. Our client will conduct a Customer Service Test. See information below. Detail is key! . If you are not interested, please consider sharing this email with a friend or colleague that might be interested. 8am-5pm (Mon-Fri)
Client Call Services Department provides a challenging work environment in a business casual setting where you will have the opportunity to learn and grow. Our culture is one that encourages continual feedback and performance improvement.
Client strives for excellence at creating customer loyalty and providing premier service.
Role You Play - Customer Service Associate Customer Service Associates work in a team environment responding to inbound customer calls. Being a Team Player contributes to a positive work environment and displaying a strong sense of personal responsibility is required.
Call Services is often the first contact our customers have with Client. That¡¦s why we provide continuous feedback to ensure that these interactions are the most effective for the customer and the company. Additionally, new Customer Service Associates will have the opportunity to develop and learn skills that will promote advancement.
Job Expectations All individuals at Client work towards position-based goals and accountabilities. Supervisors are located in the call center with their teams and will answer questions, and review goals and accountabilities with each individual. Team Leads are also available for assistance in the work group.
Every Customer Service Associate is monitored (remotely and via side by side sessions), measured and mentored by the performance management team, which consists of your Supervisor, Team Lead and Quality Analyst. Feedback is immediate, very specific and focused to your areas of improvement.
For Customer Service Associates, we evaluate: „Ï Vocal & Verbal Skills „Ï Receptive & Technical Skills „Ï Work Process Knowledge „Ï Call Metrics (Average Handle Time, Call Work Time, Compliance to Schedule, Unavailable Time) „Ï Products & Services Offerings/Sales „Ï Attendance „Ï Safety „Ï On-Call, Storm & Holiday Duties
On-Call Responsibility & Response All Customer Service Associates are responsible for four (4) to six (6) weeks of on-call response annually. Every quarter, Associates sign up on-line for their on-call weeks. Associates are able to trade on-call assignments with co-workers within the same call center or have another Associate take their on-call responsibility. When on-call, Associates are provided a company pager for quick response to immediate staffing needs. When associates are required to travel back to work for on-call duty, they can request reimbursement for mileage.
We do understand that on occasion, you may experience schedule conflicts with your on-call responsibilities. If that occurs, you are responsible for arranging a replacement and informing the on-call supervisor. Additional staffing may be requested (beyond the on-call team) due to emergencies or high call volume.
How On-Call works „« Example: You may be home for the evening or on the weekend when a storm rolls through our service territory, creating numerous outages. When this happens, you may be contacted by the on-call supervisor and asked to report to work and respond to customer calls. During your on-call week, you may also be held beyond the end of your shift if high call volume is experienced.
Major Event Schedules (Storm) & Holiday Duties All individuals at Client receive emergency storm assignments and are expected to be available to work during emergency conditions. In the aftermath of Major Events such as hurricanes, ice storms, etc., all Customer Service Associates are required to respond to customer calls. Major Event schedules usually extend beyond the normal 8-hour workday. You will have ample time to make personal arrangements such as child care, since Major Event planning begins before weather events occur.
We are closed during Holidays and staff at reduced levels to handle emergency calls only. Call Center associates are required to work 4-hours on one (1) observed holiday each year.
Hours of Operation Our service territory encompasses parts of North Carolina, South Carolina and Florida. Our three Call Center locations are Raleigh, North Carolina, Lake Mary, Florida, and Clearwater, Florida. Core hours for our Call Centers are Monday ¡V Friday, 7:00 a.m. - 9:00 p.m. After hours, our Lake Mary Center staffs to handle emergency calls only.
Schedule Preferencing (*Schedule assignments vary for contract employees) New associates should be available for any shift but will generally work 8:00 a.m. ¡V 5:00 p.m. until they are eligible to select schedule preferences. (The 8:00 a.m. ¡V 5:00 p.m. shift could be adjusted based on business needs.) „X Once new associates are eligible, schedule preferencing occurs monthly via an online process. „X Numeric point values are applied to shift start times, with the lowest values applied to the more desirable morning shifts. „X Associates with higher point totals are given first opportunity in selecting schedule preferences. „X Schedules may be traded for the entire month or by the day; and between both of our Florida call centers. „X Academic schedules are considered for those attending school.
Training We begin with a five (5) to seven (7) week phased training program ¡V learn the basic skills, rotate to your team to take live calls, and then back to the classroom to learn more advanced processes. You are paid during the training program.
Training is generally conducted Monday through Friday, 8:00 a.m. ¡V 5:00 p.m. Feedback is provided daily to ensure learning comprehension and guided performance support.
To continue in your role with Progress Energy satisfactory completion of the training program is required. Time off for appointments, vacations, etc, is not allowed during training.
Electric Bills We require that, as Customer Service Associates, you pay your electric bill in a timely manner.