Cennox is hiring a
Partner Network Agent

Summary

Join our team as a Partner Network Agent, where you will be responsible for troubleshooting technical issues, maintaining professionalism, and increasing customer loyalty. As a resourceful individual, you will consistently meet and exceed individual goals while demonstrating a proven capacity to troubleshoot technical issues to resolve quickly.

Requirements

• Strong organizational skills
• Excellent written and verbal communication skills
• Ability to communicate effectively with internal and external customers
• Proven ability to multi-task and manage timelines and deadlines
• Pay close attention to detail, accuracy, and completeness
• Demonstrate strong problem-solving skills, and customer service skills
• Proficient computer skills including using Microsoft Office Suite, particularly Excel, Outlook, Word, and Power Point
• Ability to learn specialized software programs and navigate company databases
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations
• Ability to use sound judgement to make good decisions based on information gathered and analyzed
• 1+ years of Customer Service Representative experience in a similar industry, required
• High school diploma or equivalent

Responsibilities

• Daily logging, follow-up, and closing service requests in ticketing system
• Responsible for manning and responding to inbound email and inbound phone calls
• Participate in training programs that reach at least 30 hours per quarter
• Work quality review via QC Scorecards, as well as phone and ticket review, weekly
• Conduct monthly one-on-one reviews of individual performance, production scorecards, and quality scorecards. Also, team and division performance review via Towne Hall group meetings
• Participate in projects outside the Partner Network (e.g. CI teams), as assigned
• Perform additional duties as assigned