Customer Service Desk Agent - (Mortgage & Technical Support) in Salt Lake City,
Unisys, Salt Lake City, Utah, United States, 84193
Overview
What success looks like in this role:
Key Functions
Answering and Routing Calls:
Agents manage incoming calls by greeting customers and directing them to the appropriate departments using advanced call routing systems.
Problem Solving:
They diagnose issues, answer product or service questions, and provide solutions in real time.
Customer Engagement:
Beyond mere call handling, agents build rapport with customers, ensuring a personalized experience that enhances satisfaction.
Documentation:
They document customer interactions in CRM systems, ensuring every detail is logged for follow-up and future reference.
Follow-Up:
Agents may schedule callbacks, send follow-up emails, or escalate issues to higher-level support when necessary.
Adhering to Scripts:
Following standardized scripts to ensure consistency, while also tailoring responses as needed.
Answering Inbound Calls:
Promptly handling incoming calls and providing assistance to customers.
Making Outbound Calls:
Proactively reaching out to potential customers, setting appointments, or following up on leads.
Providing Accurate Information:
Ensuring customers receive correct details about products, services, and policies.
Resolving Complaints:
Listening to customer issues and working towards a satisfactory resolution.
Documenting Interactions:
Logging detailed notes in the CRM for quality assurance and follow-up purposes.
Managing Call Escalations:
Recognizing when a customer’s issue requires escalation to a supervisor.
Maintaining Professionalism:
Demonstrating courteous and respectful behavior at all times.
Meeting Performance Targets:
Achieving key performance indicators (KPIs) such as average handling time (AHT) and first call resolution (FCR).
Other Responsibilities
Maintain In Office Adherence
Multitasking:
Will be involved in day-to-day operations. Must be able to multitask, speak with the user, and fill out tickets simultaneously.
Qualifications
High School Diploma or GED required
May require technical certification or Associate Degree
Generally, 1-2 years’ experience in area of responsibility
Call Center experience
Able to Multi-Task during the job
Customer Service experience within a call center environment
This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
Equal Employment Opportunity
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
Accommodation
This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
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Key Functions
Answering and Routing Calls:
Agents manage incoming calls by greeting customers and directing them to the appropriate departments using advanced call routing systems.
Problem Solving:
They diagnose issues, answer product or service questions, and provide solutions in real time.
Customer Engagement:
Beyond mere call handling, agents build rapport with customers, ensuring a personalized experience that enhances satisfaction.
Documentation:
They document customer interactions in CRM systems, ensuring every detail is logged for follow-up and future reference.
Follow-Up:
Agents may schedule callbacks, send follow-up emails, or escalate issues to higher-level support when necessary.
Adhering to Scripts:
Following standardized scripts to ensure consistency, while also tailoring responses as needed.
Answering Inbound Calls:
Promptly handling incoming calls and providing assistance to customers.
Making Outbound Calls:
Proactively reaching out to potential customers, setting appointments, or following up on leads.
Providing Accurate Information:
Ensuring customers receive correct details about products, services, and policies.
Resolving Complaints:
Listening to customer issues and working towards a satisfactory resolution.
Documenting Interactions:
Logging detailed notes in the CRM for quality assurance and follow-up purposes.
Managing Call Escalations:
Recognizing when a customer’s issue requires escalation to a supervisor.
Maintaining Professionalism:
Demonstrating courteous and respectful behavior at all times.
Meeting Performance Targets:
Achieving key performance indicators (KPIs) such as average handling time (AHT) and first call resolution (FCR).
Other Responsibilities
Maintain In Office Adherence
Multitasking:
Will be involved in day-to-day operations. Must be able to multitask, speak with the user, and fill out tickets simultaneously.
Qualifications
High School Diploma or GED required
May require technical certification or Associate Degree
Generally, 1-2 years’ experience in area of responsibility
Call Center experience
Able to Multi-Task during the job
Customer Service experience within a call center environment
This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
Equal Employment Opportunity
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
Accommodation
This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
#J-18808-Ljbffr