Combined Public Communications→
Facility Support Specialist at Combined… · Alexandria
Mid LevelOn-siteFull-timeAlexandria, KY
Job Description
Facility Support Specialist
Schedule: 4:00 PM – 12:00 AM (EST) Sunday thru Thursday
Job Summary: The Facility Support Specialist plays a key role in supporting our customers at the jail staff level, various other correctional staff, including attorneys, and employees who are onsite. They are also the first point of escalation for the Call Center Representatives who submit tickets on behalf of the Friends and Family customers and assist with overflow of Video Visitation Hotline (Lobby Helpline) calls.
Key Responsibilities – but not limited to:
- Answering inbound calls and making callbacks from/to jail staff
- The Specialist will be expected to halt all other projects or tasks so that their focus is undivided and attentive to the call they are on.
- The Specialist will be expected to have distinguished customer service skills and phone etiquette on each call.
- The Specialist will be expected to collect enough information about jail staff’s requests or inquiry to lead to the point of resolution by asking clarifying and probing questions.
- Assist Field Technicians/Sales/Trainers that are onsite to resolve a customer issue
- The Specialist will be expected to make the call with the Field Technician the priority task at hand to the point of resolution.
- The Specialist will be expected to have distinguished customer service skills and phone etiquette on each call.
- The Specialist will be expected to collect enough information about jail staff’s requests or inquiry to lead to the point of resolution by asking clarifying and probing questions.
- Work Support tickets and support related emails
- The Specialist will be expected to work tickets based on FIFO (First In, First Out) method. The Specialist will be able to also consider exceptions to this:
- Higher priority ticket
- Priority site tickets
- Global issues (Master Cases)
- The Specialist will be expected to work tickets in a timely manner, without forsaking quality.
- The Specialist will be expected to follow all policies and procedures, completing each step that they can, prior to escalating the ticket to the appropriate department.
- Manage and fulfill Trustee Fund Requests
- The Specialist will be expected to follow policy and procedure regarding Trustee Funds Requests.
- Answering inbound calls, and checking voicemails, for the Corporate and Marketing lines.
- The Specialist will be expected to send the appropriate person(s) an email with details of the call.
- Answering overflow inbound Video Visitation Hotline calls as needed.
- Reporting trending issues and potential risks to our customers and to management.
- The Specialist will be expected to report any issues that may be affecting multiple customers and internal systems being inoperative or at risk to a member of management or L3.
Full Time-Benefits, PTO, 401k and ESOP