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The Hotline Support Specialist is responsible for providing high-quality customer support and maintenance services via phone for clients, 24 hours a day, 7 days a week. You will be the first point of contact, responding to inquiries related to maintenance services and ensuring prompt and professional service delivery. You will categorize calls into Routine or Emergency Maintenance, and take appropriate action based on the client's needs.
This role requires strong communication skills in the specified languages, technical know-how to handle routine inquiries, and the ability to escalate and communicate maintenance issues effectively.
Key Responsibilities:
This job posting is for potential client opportunities and is intended for candidate pooling purposes only. By submitting your application, you are expressing interest in future positions with our clients. This does not guarantee immediate employment or an offer for a specific role.
This role requires strong communication skills in the specified languages, technical know-how to handle routine inquiries, and the ability to escalate and communicate maintenance issues effectively.
Key Responsibilities:
- Inbound Call Management: Answer all calls within three (3) rings and ensure excellent customer service
- Call Categorization: Accurately categorize calls into Routine Maintenance (Preventative or Deferrable) or Emergency Maintenance and document accordingly
- Maintenance Issue Resolution: Collect and document necessary information from the caller to generate a maintenance request or escalate as needed
- Email Communication: Generate and send email reports to relevant teams following each call, ensuring all pertinent information is included
- Multilingual Support: Provide customer service in multiple languages as required (based on the specific language skills listed)
- 24/7 Availability: Operate in shifts to ensure that customer support is available at all hours, every day of the week
- Service Level Adherence: Maintain fast and accurate responses while adhering to the agreed service levels, ensuring that client satisfaction remains high
- Language Proficiency: Fluency in any of the required languages (English, Chuukese, Spanish, Hawaiian, Ilocano, Marshallese, Pohnpeian, Tagalog, Tongan, Vietnamese)
- Communication Skills: Excellent verbal and written communication skills to handle calls and emails effectively
- Time Management: Ability to prioritize tasks and manage multiple calls in a fast-paced environment
- Problem-Solving: Analytical skills to assess and categorize maintenance issues accurately and escalate them when necessary
- Attention to Detail: Must be detail-oriented to ensure accurate call categorization and email documentation
- Technical Knowledge: Basic understanding of preventative and emergency maintenance protocols
- Flexibility: Must be willing to work flexible hours, including nights, weekends, and holidays, in a 24/7 environment
- Previous experience in a call center, help desk, or customer support role is preferred
- Familiarity with call categorization and basic maintenance issues
- Ability to work in a fast-paced, dynamic environment while maintaining professionalism and accuracy
- HMO with 1 free dependent upon hire
- Life Insurance
- 20 PTO credits annually
- VL and SL cash conversion
- Annual Performance-Based Merit Increases and Employee Recognition
- Great Company Culture
- Career Growth and Learning
This job posting is for potential client opportunities and is intended for candidate pooling purposes only. By submitting your application, you are expressing interest in future positions with our clients. This does not guarantee immediate employment or an offer for a specific role.
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