Customer Service Desk Agent (Mortgage & Technical Support) at Unisys in Salt Lake City, UT

Are you a customer-focused individual with a knack for problem-solving and a passion for delivering exceptional service? Unisys is seeking a dedicated Customer Service Desk Agent to join our team in Salt Lake City, Utah. In this role, you will be the first point of contact for our customers, providing technical and mortgage-related support with professionalism and efficiency. If you thrive in a fast-paced environment and enjoy helping others, this is the perfect opportunity to advance your career with a global technology leader.

Role Overview

As a Customer Service Desk Agent, you will be responsible for managing incoming calls, diagnosing customer issues, and providing accurate information and solutions. Your primary duties will include answering and routing calls, documenting interactions in our CRM system, and ensuring customer satisfaction. You will also need to adhere to established scripts while tailoring your responses to meet individual customer needs. This role requires strong multitasking skills, as you will be speaking to customers and filling out tickets simultaneously.

A Day in the Life of a Customer Service Desk Agent

Each day as a Customer Service Desk Agent at Unisys will bring new challenges and opportunities to make a difference in our customers' experiences. Here's a glimpse into what your daily routine might look like:

1. Morning Briefing: Start your day with a team briefing to discuss daily goals, updates, and any specific issues to be aware of.
2. Answering Calls: Handle incoming calls from customers seeking assistance with technical or mortgage-related inquiries.
3. Problem Solving: Diagnose customer issues, provide accurate information, and offer effective solutions in real-time.
4. Documentation: Log detailed notes of each interaction in the CRM system to ensure accurate records and facilitate follow-up.
5. Follow-Up: Schedule callbacks, send follow-up emails, or escalate complex issues to higher-level support teams.
6. Outbound Calls: Proactively reach out to customers to follow up on previous inquiries or provide updates on ongoing issues.
7. Training: Participate in ongoing training sessions to enhance your knowledge of products, services, and customer service best practices.
8. Performance Monitoring: Monitor your performance against key performance indicators (KPIs) such as average handling time (AHT) and first call resolution (FCR).
9. Team Collaboration: Collaborate with team members to share knowledge, troubleshoot issues, and ensure consistent service delivery.
10. End-of-Day Review: Review your daily activities, identify areas for improvement, and prepare for the next day's challenges.

Why Salt Lake City, Utah?

Salt Lake City offers a unique blend of urban amenities and outdoor recreational opportunities, making it an attractive place to live and work. With a thriving job market, affordable cost of living, and access to stunning natural landscapes, Salt Lake City provides a high quality of life for its residents.

• Outdoor Activities: Enjoy world-class skiing, snowboarding, hiking, and mountain biking in the nearby Wasatch Mountains.
• Cultural Attractions: Explore museums, theaters, and music venues in downtown Salt Lake City.
• Family-Friendly Environment: Benefit from excellent schools, parks, and community programs.
• Affordable Living: Experience a lower cost of living compared to other major metropolitan areas in the United States.
• Career Opportunities: Find ample job opportunities in various industries, including technology, healthcare, and finance.

Career Path Opportunities at Unisys

Unisys is committed to providing employees with opportunities for growth and advancement. As a Customer Service Desk Agent, you can progress through various career paths within the company. Here are a few potential career advancement opportunities:

• Senior Customer Service Desk Agent: Provide advanced support and mentorship to junior team members.
• Team Lead: Supervise a team of Customer Service Desk Agents and ensure optimal performance.
• Quality Assurance Specialist: Monitor and evaluate customer interactions to identify areas for improvement and ensure quality standards are met.
• Trainer: Develop and deliver training programs to enhance the skills and knowledge of Customer Service Desk Agents.
• Account Manager: Manage relationships with key clients and ensure their needs are met.

Salary and Benefits

Unisys offers a competitive salary and benefits package to attract and retain top talent. The salary for a Customer Service Desk Agent in Salt Lake City, UT, typically ranges from $35,000 to $55,000 per year, depending on experience and qualifications. In addition to a competitive salary, Unisys provides a comprehensive benefits package that includes:

• Health Insurance: Comprehensive medical, dental, and vision coverage.
• Paid Time Off: Generous vacation, sick leave, and holiday pay.
• Retirement Savings: 401(k) plan with company match to help you save for retirement.
• Employee Stock Purchase Program: Opportunity to purchase Unisys stock at a discounted rate.
• Life Insurance: Company-paid life insurance and supplemental life insurance options.
• Disability Coverage: Short-term and long-term disability coverage to protect your income.
• Flexible Spending Accounts: Health and dependent care flexible spending accounts to help you save on healthcare and childcare expenses.
• Employee Assistance Program: Confidential counseling and support services for employees and their families.
• Professional Development: Opportunities for training, development, and career advancement.
• Tuition Reimbursement: Financial assistance for employees pursuing further education.

The Unisys Culture

At Unisys, we foster a culture of innovation, collaboration, and customer focus. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected. Our core values include:

• Integrity: We conduct business with honesty, transparency, and ethical behavior.
• Innovation: We encourage creativity and innovation to drive continuous improvement.
• Collaboration: We work together as a team to achieve common goals.
• Customer Focus: We are dedicated to providing exceptional service and exceeding customer expectations.
• Respect: We treat all employees, customers, and partners with dignity and respect.

How to Apply

If you are interested in joining the Unisys team as a Customer Service Desk Agent in Salt Lake City, UT, we encourage you to apply online through our careers website. To apply, please follow these steps:

1. Visit the Unisys careers website.
2. Search for the Customer Service Desk Agent position in Salt Lake City, UT.
3. Click on the "Apply Now" button.
4. Create an account or log in to your existing account.
5. Complete the online application form.
6. Attach your resume and cover letter.
7. Submit your application.

Frequently Asked Questions (FAQs)

1. What are the key responsibilities of a Customer Service Desk Agent?

   The key responsibilities include answering calls, resolving customer issues, documenting interactions in the CRM system, and providing accurate information about products and services.

2. What qualifications are required for this role?

   A high school diploma or GED is required, and a technical certification or Associate Degree may be preferred. Prior call center and customer service experience is also required.

3. What skills are essential for success in this role?

   Essential skills include strong communication, problem-solving, multitasking, and computer literacy.

4. What is the typical career path for a Customer Service Desk Agent at Unisys?

   Potential career paths include Senior Customer Service Desk Agent, Team Lead, Quality Assurance Specialist, Trainer, and Account Manager.

5. What benefits does Unisys offer to its employees?

   Unisys offers a comprehensive benefits package that includes health insurance, paid time off, retirement savings, employee stock purchase program, life insurance, disability coverage, flexible spending accounts, and employee assistance program.

6. What is the work environment like at Unisys?

   Unisys fosters a culture of innovation, collaboration, and customer focus, with a commitment to diversity and inclusion.

7. Is there room for advancement in this role?

   Yes, Unisys is committed to providing employees with opportunities for growth and advancement.

8. What kind of training will I receive?

   You will receive comprehensive training on our products, services, and customer service best practices.

9. What is the dress code for this position?

   The dress code is business casual.

10. Whom should I contact if I have questions about my application?

    You can contact our Global Recruiting organization at GlobalRecruiting@unisys.com or Toll Free: 888-560-1786.