Partner Network Agent

Partner Network Agent

As a Partner Network Agent you will be a resourceful individual who consistently meets and exceeds individual goals and demonstrates a proven capacity to troubleshoot technical issues to resolve quickly. Additionally, the ideal person will consistently maintain a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Primary Duties and Responsibilities

• Daily logging, follow-up, and closing service requests in ticketing system
• Responsible for manning and responding to inbound email and inbound phone calls
• Participate in training programs that reach at least 30 hours per quarter
• Work quality review via QC Scorecards, as well as phone and ticket review, weekly
• Conduct monthly one-on-one reviews of individual performance, production scorecards, and quality scorecards. Also, team and division performance review via Towne Hall group meetings
• Participate in projects outside the Partner Network (e.g. CI teams), as assigned
• Perform additional duties as assigned

Skills Required

• Strong organizational skills
• Excellent written and verbal communication skills
• Ability to communicate effectively with internal and external customers
• Proven ability to multi-task and manage timelines and deadlines
• Pay close attention to detail, accuracy, and completeness
• Demonstrate strong problem-solving skills, and customer service skills
• Proficient computer skills including using Microsoft Office Suite, particularly Excel, Outlook, Word, and Power Point
• Ability to learn specialized software programs and navigate company databases
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations
• Ability to use sound judgement to make good decisions based on information gathered and analyzed

Education and Experience

• 1+ years of Customer Service Representative experience in a similar industry, required
• 1+ years of technical support experience, preferred
• High school diploma or equivalent

Physical Requirements

• Ability to sit and stay focused for long periods of time
• Vision correctable to 20/20
• Finger dexterity for keyboarding and computer usage  

Cennox is an Equal Opportunity Employer.

We are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable law.

Notice on Use of AI in Hiring As part of our commitment to fair and efficient hiring practices, Cennox uses JazzHR’s TalentFit AI tool to assist in evaluating candidate applications. This technology helps us match applicants to job requirements based on qualifications and experience. All hiring decisions are ultimately made by our human recruiting team. If you have questions or concerns about this process, please let us know during your application.

E-Verify Cennox participates in the E-Verify program to confirm the identity and employment eligibility of all new employees. For more information, please visit www.e-verify.gov.