Teams at Pencor Services

Provide technical support and customer service for equipment and services, troubleshoot issues, and assist team members in resolving problems through effective communication.

Handle customer name-change requests and general account support via phone. Troubleshoot billing, service, and technical issues for first-call resolution, file paperwork at the Mahoning Contact Center as needed, educate customers on products and self-service options, promote appropriate service choices, meet performance goals, participate in training/coaching, and maintain consistent attendance.

Monitor and evaluate customer interactions (phone, chat, email, social media), set quality standards, handle corporate escalations, provide agent coaching and feedback, generate reports, assist onboarding and training, and recommend process improvements to maintain brand service levels.