Burroughs, Inc. · 3 months ago
Call Management Associate
Elmhurst, IL
Full-time
Onsite
New Grad, Entry Level
$18.50/hr - $24/hrBurroughs, Inc. is focused on providing efficient service and customer satisfaction. The Call Management Associate will manage maintenance and project service calls, ensuring technicians are efficient and customer SLAs are met. This role also involves reassigning calls based on various factors and addressing customer escalations.
Information Technology
Responsibilities
Monitor service and project calls for assigned region, reassign calls based on SLA requirements, technician availability, and technician location
Demonstrate understanding of assigned territory such that reassignment of calls can be effectively handled based on technician’s current location
Answer customer escalations for assigned region, coordinating with Service Technicians and District Managers
Alert District Manager of at-risk SLAs and service issues that cannot be resolved
Document service call actions in Burroughs Service Center system
Work with the District Managers in assigned region to understand technician and overall region objectives and desired targets/results for technician efficiency and customer satisfaction. Perform call management functions to contribute to these overall objectives and targets
Qualification
Required
High school diploma or GED
Prior customer service or equivalent problem-solving experience required
Effective use of Microsoft applications including Windows, Outlook, Excel, and Word
Knowledge of assigned territory to and technicians to enable optimal call management
Knowledge of Burroughs' systems and procedures for handling and documenting calls
Customer Service
Listening, patience, and strong communication (oral/written)
Ability to work independently
Ability to exercise sound judgement and make good decisions
Team centered / work well with co-workers to resolve issues and problems
Analysis and problem solving
Punctual and reliable
Multi-tasking
Work well in fast-paced ever-changing environment
Attention to detail
Initiative
Company
Burroughs, Inc.
Burroughs is the largest independent service partner (ISP) for the full lifecycle management of payment and transaction automation, unattended self-service technology, robotic automation systems, and connected IoT technologies in North America.
Founded in 1886
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2025-05-06Acquired
Leadership Team
Steve Tucker, CPA
Chief Financial Officer
Dan Fechalos
Chief Operating Officer
Recent News
PR Newswire
2025-07-25
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2025-07-25
2025-07-25
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