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Customer Service Representative Helpdesk (Tier I)
at HB Communications
North Haven, CT

Customer Service Representative Helpdesk (Tier I)
at HB Communications
North Haven, CT

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Position: Customer Service Representative Helpdesk (Tier I)

Location: North Haven, CT

Reports to: Customer Solutions Manager

Full Time/Part Time: Full Time

Exempt/Non Exempt: Non Exempt

About HB Communications, Inc.

HB Communications is among the largest Audio-Visual Systems Integration specialists in the United States. Founded in 1946, HB has spent over 70 years providing innovative methods for collaborative communications. Headquartered in Connecticut, HB has additional offices in Massachusetts, New York, New Jersey and London, England, along with personnel throughout the US and Europe. HB provides expert solutions, staff, and services, in every aspect of delivering and supporting the most complex requirements, including: AV, Video Collaboration, Digital Media, Broadcast, Managed Services, and Live Events.


The ideal candidate for this position will be able to think and work independently and meet necessary guidelines. Able to effectively and professionally interact with employees, customers, and colleagues and demonstrate the ability to successfully handle multiple tasks / projects Other characteristics should include attention to detail, strong written and oral communication skills, and good problem solving. Candidates looking to be considered for this position must be PC proficient with competency using all Microsoft Office applications.

Primary Responsibilities:

• Monitor and take ownership of cases (Dispatch queue or Phone initiation)

• Coordination of available dates/times with client, HB technician or various other sub-contracted technical resources to satisfy both service and PM (preventative maintenance) requirements

• Utilize CRM system dispatch tools (SAP & Salesforce)

• Identify and escalate situations requiring urgent attention

• Determine appropriate tech skill set / tools needed for call

• Confirmation of dispatch, creating and sending detailed work orders to the technicians

• Perform follow-ups to insure tech on schedule day of dispatch, re-scheduling as necessary based on client or technician changes

• Insure client is updated as necessary via phone & e-mail

• Insure case information and case status are current

• Service order entry and processing.

• Makes proactive follow-up calls to clients.

• Ordering/initiate ordering of replacement parts

• Answers customer service lines.

• Liaison between vendors, customers and HB.

• Determines appropriate pricing using factory and HB guidelines.

• Provides status reports on-demand for company and customer.

• Research questions using available information resources

• Overall case project management

• Ability to identify and escalate issues above job profile and/or capabilities

. Requirements:

Educational Requirements:

• High School Diploma


• Call center experience strongly preferred

• Helpdesk experience strongly preferred

• Audio Visual (AV) and networking experience desirable

• Ability to work in a fast paced environment

• Ability to think and work independently to meet necessary deadlines

• Effective interaction with employees, customers and colleagues.

• Attention to detail

• Problem solving

• PC proficient

• Good oral and written communications

• Strong desire to learn and be trained

• Ability to conduct ones self in a professional manner at all times


NOTE: This list of job responsibilities is not an all-inclusive list, this is a general description.

HB Communications, Inc. is an Affirmative Action/Equal Employment Opportunity Employer.

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