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Call Center Associate
Baltimore, MD
Job Description
We have an outstanding Contract position for a Call Center Associate to join a leading Company located in the Baltimore, MD surrounding area.
Job Responsibilities:
- Provides aircraft on-ground (AOG) coverage.
- Process customer requests for assignment to applicable subject matter experts.
- Coordinate with Production Control for AOG parts orders.
- Monitor phone lines and direct customer inquiries to the appropriate teams/departments.
- Manage, maintain, and prioritize help desk cases effectively to assign second level issues to the proper support team member and departments when appropriate. This may include technical or logistics requests.
- Complete various assignments centered around billing, system maintenance and account auditing.
- Document, track and monitor technical issues to ensure timely resolution.
- Provide timely follow-up to client issues to ensure contractual timeframes and guidelines are met.
- Use appropriate business systems to track and resolve customer issues. Communicates in a professional demeanor during all customer interactions to ensure high customer satisfaction standards are achieved.
- Maintains current knowledge of relevant technology as assigned.
- Maintain working knowledge of company products, services, rates and processes.
- Experience dealing with a technical customer base.
- Escalates unresolved and outstanding customer issues to the Contact Team Leader or Manager when appropriate.
- Perform add/modify/delete of user profiles and accounts.
- Build strong customer relationships through regular client communication.
- Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.
- Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, and meets deadlines.
- Seeks out and accepts feedback, is a proactive learner, takes on assignments to improve skills, keeps knowledge and skills up-to-date, turns mistakes into learning opportunities.
- Manages a fair workload, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
Basic Hiring Criteria:
- 5 or more years of contact center or help desk experience in a technical/help desk environment.
- Excellent written and verbal communication skills.
- Ability to work independently.
- Excellent PC skills, experience using MS Office, MS Outlook, and Excel.
[Equal Opportunity Employer / Veterans / Disabled]
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
5+ years
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