Job Description

**Overview** **Job Summary Details:** We are seeking a motivated and experienced Call Center Operator to join our dynamic customer service team. As a Call Center Operator, you will be responsible for overseeing day-to-day operations, be part of a team of customer service representatives, and ensure the delivery of exceptional service to our customers. The ideal candidate will have a strong background in call center operations, excellent communication skills, and a commitment to achieving high levels of customer satisfaction **Benefit Information:** ABM offers a comprehensive benefits package. For information about ABM's benefits, visit ABM Employee Benefits | Front Line Team Members ( | (Programa de Beneficios de ABM) **Pay:** $16.60 Hourly Rate The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant's experience, skills, abilities, geographic location, and alignment with market data. **Call Center Operations:** - Respond to all service requests via, ticket, phone, email, ping, or other forms of communication. - Proactively update tickets within multiple ticketing systems. - Manage call queues, tickets, emails, and manage scheduling to meet service level agreements. **Performance Management:** - Adhere to performance expectations, key performance indicators (KPIs), and Service Level Agreements (SLAs) **Quality Assurance** - Adhere to quality assurance processes to ensure consistent and high-quality customer interactions. - Participate in regular audits of calls and provide constructive feedback. **Customer Satisfaction:** - Monitor customer satisfaction metrics and suggest strategies to improve customer experience. - Address escalated customer issues promptly and effectively. **Reporting and Analysis:** - Generate and analyze call center performance reports, identifying trends, areas for improvement, and opportunities for efficiency. - Provide regular updates on management on team performance and key metrics. **Teamwork:** - Foster a positive and collaborative team environment focused on achieving performance goals and delivering outstanding customer service. **Qualifications:** - High school diploma required; bachelor's degree preferred. - 3+ years of experience in call center operations, with at least 1-2 years in a leadership role. - Proven track record of achieving and exceeding performance targets. - Strong communication and interpersonal skills. - Familiarity with call center technology and software. A good job for someone just entering the workforce or returning to the workforce with limited experience and education. ABM is a military and veteran friendly employer, veterans and candidates with military experience encouraged to apply. Military Occupational Specialty Code: 88H, 88M, 88N, LS, 0431, 2T2X1 REQNUMBER: 138411 ABM is proud to be an Equal Opportunity Employer qualified applicants without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected factor under federal, state, or local law. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.

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