Call Center Specialist

ABM is hiring 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.

Pay: $60,000.00 - $70,000.00 DOE

Schedule 7:00am PST - 4:00PM PST Tues
- Saturday

The pay listed is the Hourly range for this position. Any specific offer will vary based on the successful applicant’s education, experience, skills, abilities, geographic location, and alignment with market data.

You may be eligible to participate in a Company incentive or bonus program.

• 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 to 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.

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, our over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, education, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world.

ABM:
Driving possibility, together.

ABM is an Equal Employment Opportunity (EEO) employer that does not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local law, including disability and protected veteran status. 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 .

We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.

ABM participates in the U.S. Department of Homeland Security E-Verify program. E-Verify is an internet-based system used to electronically confirm employment eligibility.

ABM is a military-friendly company proudly employing thousands of men and women who have served in the U.S. military. With ABM, you’ll have access to a world-class training program and ample opportunities to use the skills you developed while serving our country. Whether you’re looking for a frontline or professional position, you can find post-military career opportunities across ABM.

ABM directs all applicants to apply  .ABM does not accept unsolicited resumes or submissions outside of this portal. Applicants should submit their application by clicking

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• Locations Mountain View, CA, United States San Francisco, CA, United States Washington, DC, United States