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Provides first line support to end users of SCI’s Compass application. Utilizes strong customer service and technical abilities to resolve customer inquiries and problems via incoming phone calls, e-mails, HEAT self-service and chat communication. Ensures all calls received by the Compass Support Center are properly handled and escalates issues, as needed, to the appropriate internal business team. May address assigned responsibilities outside of phone support as required to meet the overall objectives of the Compass Support Center.
SPECIFIC RESPONSIBILITIES
Acts as a customer service representative for the COMPASS Support Center; provides phone, email or HEAT self-service support a minimum of 90% of the time.
Provides problem resolution support for all COMPASS related issues (mobile or web based).
Researches and troubleshoots all calls; follows the COMPASS Escalation process to escalate calls that cannot be resolved at point of contact to the internal business team.
Tracks problem/issue through to resolution.
Determines impact and urgency of an incident and support request to determine priority.
Logs 100% of calls received into call tracking application and maintains records of all caller interactions; achieves 70-80% first call resolution.
Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high volume environment.
Shares critical information with peers to aid in the development of other team member’s skills.
Adheres to the call metrics as defined by the Compass Support Center’s Service Level Agreement
Utilizes the available training materials to educate callers. Broadens knowledge of COMPASS, including new enhancements and features, in order to perform duties efficiently.
Maintains the highest level of professionalism with all callers; diffuses calls.
MINIMUM Requirements
Education
Associate’s degree or equivalent certificate in a technical program.
Experience in the following (or closely related) fields may be substituted for the required degree on a year-for-year basis: computer science, process improvement, technical field or funeral industry
Bachelor’s degree preferred
Experience
Knowledge, Skills & Abilities
Strong customer service skills with ability to remain professional in contentious situations Working knowledge of Microsoft Windows operating systems and Microsoft products (Word, Excel, and PowerPoint).
Excellent verbal and written communication skills.
Ability to work with multiple communication mediums (email, phone, chat, in-person, etc.)Well organized, with the ability to handle multiple tasks and easily locate resources
Demonstrated process aptitude.
Highly detail oriented.
Excellent interpersonal skills and comfortable working with people at all levels of the organization.
Ability to quickly learn new hardware and application technology
Ability to quickly learn and apply knowledge of internal operational workflow processes
Work independently with minimal direct supervision.
Ability to work from home and office environments.
Work within the defined procedures and within the schedule provided
Adheres to the team’s expectations and guidelines
High level of compassion and integrity
Ability to maintain confidentiality regarding internal and external customer information
Funeral industry knowledge desirable.
Work Conditions
When considering the work hours associated with this job, the following factors may apply:
Work in Office environment
Work indoors during all seasons and weather conditions
Business Casual dress for day to day operations; Professional Dress required for specific events and when visiting locations
Work Postures
Sitting continuously for many hours per day, up to 6 hours per day
Climbing stairs to access buildings frequently
Physical Demands
Work Hours
· Working beyond “standard” hours as the need arises including shift work, weekends and holidays on a rotated basis
· Limited local travel to site visits
Postal Code: 77019
Category (Portal Searching): Operations
Job Location: US-TX - Houston
Job Profile ID: C01000
