Call Center Specialist ( Floater )

Have you ever been part of a community or visited a community where you felt like you belonged? You felt heard, seen, and appreciated for who you are and the uniqueness you bring to the community. The people were warm and inviting. Everyone was willing to help everyone. There were challenges, but collectively that community was always able to overcome them. You always felt respected, safe, and protected. The community environment created happiness every time you entered it. Imagine being a part of this community experience every day. Now make it your reality and come join our Keystone team.Our company was started with the intent of changing the world, one world at a time. Let us change your world.We work hard AND we Play hard.We surround you with the BEST people.We provide you with the BEST benefits.AND you even get your birthday as a paid day off.Let us help Change Your world.Job SummaryThe Call Center Specialist (Floater) acts as the facilities contact for answering Facilities Service, Custodial and maintenance-related calls supporting and responding to internal and external customer needs in the airport terminal, hangar, and other airline support facilities operation and services.Call Center Specialist (Floater) works onsite and takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers' needs or issues and ensuring helpful timely response to their issues. As a Call Center Specialist (Floater), you must be available to cover first-shift assignments as needed, including filling in for a team members on PTO, call-offs, or other absences.Location: Charlotte-Douglas International AirportShift: 10:30am-6:30 pm (Tuesday- Saturday) ( PTO/ Call-off coverage flex )Pay rate: $19.00 - $21.00 per hourBenefits:401(k)401(k) matchingDental insuranceEmployee assistance programHealth insuranceHealth savings accountLife insurancePaid time offReferral programTuition reimbursementEssential Job Duties And ResponsibilitiesAnswer calls, document, and process service requests from a variety of geographically dispersed facilities in United StatesProcess incoming customer and client emails accurately and timely fashionInitiate work order(s) through the client work order system for calls that come into the call center accurately and timely fashionEnsure all service requests are routed and assigned to specified provider within the set client guidelines including urgent and emergency work ordersFollow up and complete all work as per established call center guidelinesCoordinate and follow up the resolution of customer issuesManage established client driven performance indicators and service levelsMeet all daily and monthly productivity measuresMonitor telephony queue time to maximize productivityAdhere to all Communication Center specified and client driven standards for daily work order processesProficiency with Telecom system including logging in and out, and correct usage of aux codesCalm and professional handling of emergency situations by following approved channels including notification of appropriate personnel until resolutionParticipate in collaboration teams and support the adoption of new tools and technologiesPerform other work-related duties as assignedSupervisory Responsibilities/Level Of SupervisionThis position has no supervisory responsibilitiesReceives specific direction as to goals and the achievement of those goals. Evaluated based on the successful performance of essential job duties and responsibilities and achievement of goalsAbility to work with minimal supervisionATTRIBUTES FOR SUCCESSWilling to go above and beyondTakes pride in their appearanceHigh level of professionalismAbility to work in a fast-paced environment and perform well under pressureAdaptablePositive attitudeWillingness to share knowledge with team members, supervisors, and customerSelf-disciplineReliableKnowledge, Skills, And EducationStrong customer service skillsExcellent communication skillsStrong problem-solving skillsAbility to effectively prioritize tasksDetail orientedHS Diploma or EquivalentAt least one year prior related work and customer service experience in a call center environmentExcellent interpersonal skills demonstratedAbility to work individually or within a team environmentAble to work in a group and share informationStrong professional telephone and email etiquetteStrong verbal and written skillsExcellent typing and data entry skillsComputer Competency, Microsoft Office, Outlook Mail, Case Management ToolsClerical and Organizational Skills to handle multiple tasks simultaneously with an attention to detailIndependent judgment in coordinating and prioritizing diverse activities/tasksStrong data analytical abilitiesDemonstrated ability to learn new skills and apply the knowledgeCheerful, calm, even tempered, and motivated demeanorFlexibility with work schedules to ensure coverageDependable and punctual to all established working hours along with department, project, or department meetingsAbility to follow specific processes, policies and deadlines; this includes department, corporate, and client policiesFlexible/ Adaptable with workflow, process updates, and policy changesWorking Conditions, Travel, Physical RequirementsThis is a full-time position, 40 hours per week, with additional hours as needed to address the needs of the customer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions/physical requirements of the job. Additional requirements are as follows:Ability to stand for long periodsAbility to walk on level, uneven and slippery surfacesAbility to frequently reach, twist, turn, kneel, bend, squat and stoopAbility to operate office equipment, computer and toolsCorrectable vision and hearingAbility to walk long distances within the airportAbility to regularly lift, drag, carry and push equipment, tools and supplies up to 75 poundsAbility to climb laddersAbility to function in high-pressure situationsAbility to drive a vehicleExposure to mechanical, electrical and noise hazardsExposure to inclement weather conditionsOther RequirementsPass a Keystone Management, LLC background checkPass Drug Screening2 Years of Call Center Experience Pass the Charlotte-Douglas International Airport SIDA badge and drivers test within two (2) triesPass a Federal Aviation Administration background checkPass a driving history checkPossess a current driving license1st shift; flexible for PTO/call-off coverage as floaterPowered by JazzHRtsDIA84kzq

Created: 2025-03-11