Combined Public Communications · 3 hours ago
Entry Level Facility Support Specialist
Cold Spring, KY
Full-time
Onsite
New Grad, Entry LevelCombined Public Communications is seeking an Entry Level Facility Support Specialist who will play a key role in supporting customers at the jail staff level and various other correctional staff. The Specialist will handle inbound calls, assist with customer inquiries, and manage support tickets while ensuring high-quality customer service and adherence to policies.
Telecommunications
Responsibilities
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
Qualification
Required
Distinguished customer service skills and phone etiquette
Ability to collect information about requests or inquiries to lead to resolution
Ability to work support tickets based on FIFO method
Ability to manage and fulfill Trustee Fund Requests
Ability to report trending issues and potential risks to customers and management
Ability to work tickets in a timely manner without forsaking quality
Ability to follow all policies and procedures
Ability to assist Field Technicians/Sales/Trainers onsite
Ability to answer inbound calls and make callbacks from/to jail staff
Ability to answer overflow inbound Video Visitation Hotline calls as needed
Benefits
Full Time-Benefits
PTO
401k
ESOP
Company
Combined Public Communications
Combined Public Communications is a provider of Inmate Telephone Services to small and medium size correctional facilities.
Founded in 2000
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknownKey Investors
Argosy Private Equity
2016-11-01Private Equity
Leadership Team
David Martin
Chief Financial Officer
Company data provided by crunchbase