Job Description

AFL provides industry-leading products and services to a wide variety of industries.   AFLs Services Division has extensive experience in both the design and application in telecommunications, broadband, wireless, electric utility, OEM, enterprise, and private network markets. This group provides site development, engineering, and construction expertise, integrated services, and fiber optic products. In addition, AFLs Services Division manufactures, engineers, and installs fiber optic products and equipment to enable delivery of high-speed voice, video, and data services.

 

Founded in 1984, AFL is proud to offer engineering expertise, exceptional products and reliable service that help our customers improve their critical and electrical infrastructure. AFL has operations in the U.S., Mexico, Europe and Asia. The company is headquartered in Spartanburg, SC, and is a wholly-owned subsidiary of Fujikura Ltd. of Japan.

 

 

POSITION SUMMARY:

• Processes and distribute work orders to the field technicians (i.e. appropriate AFL employees).
• Issue resolution
• Work order billing
• E-mail and fax distribution

• Follow up on outstanding issues to ensure resolution, keep the customer informed on the status of research, close out case when complete.
• A call center specialist is responsible for providing the utmost professionalism and exceptional customer service over the phone.
• The call center specialist will manage a high volume of customer service telephone inquiries. Call Center Specialist will provide product information and company services and processes order requests.
• A call center specialist works in a fast-paced and changing environment, therefore a patient and positive personality is essential.
• Notify Call Center Manager of potential or recurring problems regarding issues and provide mitigation suggestions
• Respond to customer inquiries via email and telephone
• Attend all departmental meetings and training classes as required
• Ability to lead and coordinate resources to meet deadlines as required
• Must be detail-oriented and well organized
• Able to set priorities and work on multiple tasks at the same time.
• A team-oriented person who can work well within several divisions of AFL
• Must be a good listener, creative, intuitive, and ability to resolve problems in potentially stressful situations. Participation in problem isolation, resolution and escalations as needed.  Initiate and participate in root cause analysis/preventative action activities when required
• This position is required to support the Call Center Manager in supervising all Call Center Staff, and reports directly into the Call Center Manager
• During the absence of Manager, assume responsibility for all day-to-day activities necessary to ensure the effective performance of the Call Center
• Meet with CSC Manager to review metrics, quality results, establish goals/targets, acknowledge standouts, as well as focus on areas of opportunities and development.

• High School diploma required; College diploma or University degree preferred 
• Aptitude to learn quickly and effectively
• Above average computer experience
• Type 60 wpm accurately
• Must be available to work any 8 hour shift between the hours of 7:00am-6:00pm M-F
• Strong computer skills with the ability to navigate multiple software applications at once
• Finance background is preferred (billing experience)
• Excellent written and verbal communication skills required with an emphasis on customer service. This includes speaking with confidence, being clear and concise when interacting with customers, and providing information to a customer in a way that is easily understood
• Proven ability to work independently in a team setting using established processes.  Instructions required on new assignments only
• Strong organizational skills necessary with the ability to manage multiple tasks and changing priorities
• Excellent customer service, advance problem solving skills, and ability to adapt to change

 

WORK REQUIREMENTS/ WORKING CONDITIONS:

• Use of standard office equipment
• Finger and wrist dexterity and hand/eye coordination
• Confined sitting
• Climbing of stairs

 



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