Customer Support Representative II Contract in Holtsville, NY at GDH

Date Posted: 10/6/2018

Job Snapshot

Job Description

Split Shift: varies

WORK HOURS:
Will work part time till New Year's eve
Week of 30th is when they will work 40 hours, for about 2 weeks. FT starting 12/31
Help desk is closed on Christmas and half day on Christmas Eve, Help Desk is OPEN on 1/1/19, so they must work. New years eve is a pretty light schedule.

Could end earlier or extend later, depends on the call volume

full time hours in January (no OT) and 12 hours a week in December

Location Update: Manager prefers local candidates, not candidates from example: New Hyde Park or Port Washington. They have experience with folks resigning due to having to drive too far especially during the winter months.

***The call center will be operating 24/7 week 12/26-1/1 so folks have to be able to work if their schedule calls for it. They need people who can work, even on New Year's eve or New Year's day

Important: Please read this summary in it's entirety, important information below.

Regarding Interviews and the their availability to interview: anytime is fine there should always be someone here to interview. If you need a time frame anytime between 7am - 7pm

*** IMPORTANT: Please make sure your candidate's current city/state of current residence is on their resume along with their desired schedule. this is very important. Schedule should read as the hours they can work, not just day/night/split, etc. Also include their desired training week. (training details at the end of this summary)

Rates (these are set rates and must be adhered to)
Pay Rate: 15.00
Bill Rate: 20.81

Location: One Zebra Plaza, Holtsville, NY

Background checks: Employment and Education for this ramp have been waived, all hires should have other requirements cleared in place one week prior to training session, i.e.; if starts 11/27 training then must be vetted by 11/20. This is a requirement of their HR dept.

Provides front-line customer service support via phone to all Zebras internal and external customers.

Job Description

Overview
Provides front-line customer service support via phone to all Zebras internal and external customers.

Responsibilities

1. Provides assistance to customers during all phases of the inventory process.
2. Assists customers with their questions about how to set-up and operate our equipment to successfully conduct their inventories.
3. Maintains appropriate response times and abandon rates as defined in the departments goals.
4. Coordinates internal operational activities to ensure each order/request is processed in a timely manner as agreed to with customer.
5. Serves as a liaison to assist client care teammates, account managers, IT and operations staff at all levels to support the needs of the customers.
6. Prepares and enters required client information/requests into departments database to document customer interaction and resolution.
7. Obtains a working knowledge of product functionality/ performance and troubleshooting methodologies to assist clients when they call in for assistance.
8. Maintains a working knowledge of the computer programs currently in use in the department.
9. Performs other duties as assigned.

Qualifications

Light IT background preferred.
Some prior customer service experience a must.
Excellent communications skills.
Computer literate; exposure to Windows environment.

IT background - Access Point, IP Address, and basic IT experience will be key in their success

Training...

Class size: 20-25 per class

Day training - 11:30a - 4:30p - Mon through Fri

Eve training - 6 pm - 10 pm - Tue through Sat

(The Saturday training will be an alternate time, generally the trainer will take a poll from the trainees and find out the best time to train on Saturday)

WEEK OF DAYS TIMES
12/10/2018 Mon-Fri 11:30am - 4:30pm
12/10/2018 Tue-Sat 6pm - 11pm
12/17/2018 Mon-Fri 11:30am - 4:30pm
12/17/2018 Tue-Sat 6pm - 11pm