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Overview

Our team of Call Center Agents are responsible for responding to incoming Help Desk inquiries from existing customers through phone, email, and chat. The primary focus of this team is to ensure end users have the support and knowledge they need to effectively utilize Clearview within their day-to-day operations. We are known for our top-notch customer service, and our agents play a significant role in building and maintaining this reputation.

Responsibilities

**Position overview** :

Our team of **Call Center Agents** are responsible for responding to incoming Help Desk inquiries from existing customers through phone, email, and chat. The primary focus of this team is to ensure end users have the support and knowledge they need to effectively utilize Clearview within their day-to-day operations. We are known for our top-notch customer service, and our agents play a significant role in building and maintaining this reputation.

**Call Center Agents** work closely with the Support Manager to assist in the day-to-day operation of the Help Desk. When the Support Manager is not in the office, Level 2 agents are expected to fulfill essential management duties in addition to their regular tasks to maintain operations. Additionally, they may be called on to fulfil any of the duties of a standard Level 1 agent as required.

**Essential Job Functions** :

Ticket and Issue Management

+ Daily management of Help Desk Ticket system, ensuring all processes and guidelines are followed, and that new tickets are handled consistently with historical tickets to maintain quality control

+ Prioritizing tickets for the Code Gnomes maintenance team

+ Overseeing the L2 tickets queue and escalating issues as they arise

+ Monitoring tickets and feedback for developing issues or trends

Vendor & Customer Relations

+ Handling escalated calls from customers and vendors

+ Managing correspondence with 3rd party vendors for support-related issues, including regular reports and status updates as well as ad hoc

+ Conducting regular supplier audits

+ Attending customer meetings as required

Process Improvement

+ Evaluating existing processes for efficiency and effectiveness, and making recommendations for improvement where needed

+ Continually assessing the Help Desk team’s knowledge (individually and as a group) to identify gaps, deficiencies, and training opportunities; liaising with Training department as appropriate to address these opportunities through documentation, training sessions, or other means

Team Support

+ Monitoring incoming call volume and queues

+ Attending daily stand-ups and/or other internal meetings as needed as a representative of the Help Desk

+ Acting as a Subject Matter Expert for Clearview to answer questions and provide support to the Help Desk team as needed

+ Thoroughly troubleshooting a wide variety of escalated tickets

+ Placing outbound calls to customers to provide updates and follow-up

+ Executing on special projects as needed

**Requirements** :

+ Available to work anytime between the hours of 8am-9pm M-F, and 8am-6pm S-S. Evening and weekend shifts are scheduled on a rotating basis

+ Bi-lingual in French is preferred

+ Previous customer service experience required

+ Professional in all internal and external interactions

+ Comfortable using technology and learning new software applications

+ A motivated self-starter who can identify opportunities for improvement and implement plans under the direction of the Call Center Supervisor

+ A logical thinker who utilizes available resources

+ A creative problem-solver

+ Organized and able to manage competing priorities

+ Approachable and able to build good rapport with the Help Desk team and with customers

+ An excellent communicator (written and oral), who can effectively present complex information in a clear and understandable fashion

+ Above-average technical knowledge of Clearview and QSS processes

+ Strong active listening skills

+ Good general computer and internet skills

+ Strong attention to detail

+ Outstanding interpersonal skills, with emphasis on customer focus, teamwork, and relationship-building

Benefits & Perks – What’s In It For You

Panasonic is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, and social health. Here’s what you can expect:

+ **Health Benefits** – Medical, dental, and vision.

+ **Voluntary Benefits** – Life, accident, critical illness, disability, and pet insurance.

+ **Panasonic Retirement Savings & Investment Plan (PRSIP)** – 401(k) plan with company matching contributions.

+ **Paid Time-Off Benefits** – PTO, holidays, and volunteering (company sponsored events)

+ **Health Management and Wellbeing Programs** – EAP, virtual health management (Teledoc), Lifestyle program, Diabetes Management (Livongo), Mindful by Blue KC, and A Healthier You program. Eligibility for each benefit may vary based on employment status, location, and length of service.

We Take Opportunity Seriously:

At Panasonic, we are committed to a workplace that genuinely fosters inclusion and belonging. Fairness and Honesty have been part of our core values for more than 100 years and we are proud of our diverse culture as an equal opportunity employer.

The wage range of $17.00 - $20.00 is just one component of Panasonic’s total package. Actual compensation varies depending on the individual’s knowledge, skills, experience, and location. The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements.

We understand that your career search may look different than others and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience. If you are actively looking or starting to explore new opportunities, send us your application!

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristic protected by law. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation.

Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S.

Thank you for your interest in Panasonic.

Salary Range

21.00-23.00 REQ-153326