Diligently works to improve the functions of the Call Center by providing hands-on CSR training. Maintains accurate understanding of Call Center operations and systems. Organizes and presents new hire Customer Service Representative training.  Recommends and suggests new/improved processes to management for increased effectiveness and performance within the Call Center. This position reports directly to the Call Center Managers. 

Required Skills:

• A minimum of one (1) year of experience in an SC811 CSR role.
• No active corrective actions on file.
• In-depth understanding of Positive Response 360 with the ability to adapt systems to meet customer demands
• Excellent verbal and written communication skills; proficient in Microsoft Office Suite products
• Map-reading and plotting abilities (ability to find an address/road/subdivision, etc. on map as directed by caller) Ability to work independently or as part of a team
• Capability to understand and listen effectively to customer situations while maintaining company interests
• Ability to effectively work within a large project management tool (JIRA)
• Competence to process excavation information precisely, and adhering to standards set forth by the Organization
  • Knowledge and/or previous experience with JIRA, Geocal, ShoreTel
  • Experience creating technical manuals for systems, applications, and processes

Preferred Skills:

• Knowledge and/or previous experience with JIRA, Geocal, ShoreTel
• Experience creating technical manuals for systems, applications, and processes