Service Desk

Essential Duties and Responsibilities:

The Service Desk Representative will interact with OATA’s customers by addressing inquiries and resolving complaints, generally providing a higher level of customer support for title paperwork, registrations, and registrations renewals for the Clerking and Processing departments. This role is responsible for providing an outstanding call center service to OATA’s clients by answering a variety of designated professional title and registration services, and troubleshooting problems with the clerking, processing and accounting departments.

• ∙ Interacts with customers via telephone, email, online chat, or in person to provide support and information on an assigned product or service.
  
• ∙ Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
  
• ∙ Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
  
• ∙ Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
  
• ∙ Performs other related duties as assigned.
  
• ∙ Maintains compliance with all company policies and procedures
  

• Performs other related job duties as assigned.
  

Requirements

• ∙ High School Diploma or G.E.D.
  
• ∙ Minimum of 2 years of experience in customer service preferably in a call center environment
  
• ∙ Valid Florida Driver’s License or Florida Commercial Driver’s License and endorsement if any
  
• ∙ Able to type 45 words per minute
  
• ∙ Excellent communication skills including active listening.
  
• ∙ Service-oriented and able to resolve customer grievances.
  
• ∙ Proficient computer skills with the ability to learn new software.
  

• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
  

Preferred Skills, Education and/or Work Experience:

• ∙ Exceptional telephone manner, customer service skills, active listening skills, verbal, and written communication skills
  
• ∙ Proficiency with computers, especially in regards to CRM software
  
• ∙ Ability to resolve conflict and defuse tension
  
• ∙ Strong time management skills
  

Physical Requirements

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
  
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
  
• Must be able to lift and carry up to 25 lbs.
  
• Must be able to talk, listen, and speak clearly on telephone.
  

Benefits

• Monday-Friday 8am-5pm
• Full-Time 40 hour work week
  
• Comprehensive Benefits including Medical, Vision, Dental
  
• Company Paid Short Term Disability
  
• Company Paid Life Insurance
  
• 401K with Company Match
  
• Paid Time Off
  
• Paid Sick Time
  
• Paid Holidays
  
• Eligible for pay increase after 60 days of employment