Job Information
TAD PGS, Inc. Senior Call Center Associate in Baltimore, Maryland
We have an outstanding Contract position for aSenior Call Center Associateto join a leading Company located in theBaltimore, MD surrounding area.
Job Responsibilities:
Support via ticketing, email, and phone to internal and external aerospace customers in a timely manner .
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 members 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 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. This should only be handled at a higher level.
Build strong customer relationships through regular client communication.
Basic Hiring Criteria:
Min 7 years of contact center or help desk experience in a technical/help desk environment.
Progressive leadership experience in call center or help desk environment is highly desirable.
Excellent written and verbal communication skills.
Ability to work independently.
Excellent PC skills, experience using MS Office, MS Outlook and Excel.
Experience in Aerospace/Airline operations.
Must be able to work on weekends and 2nd shift as needed.
Desired Qualifications:
2-yr technical/associate degree.
Preference is given for mechanical/aerospace-related study .
VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled
The Company will consider qualified applicants with arrest and conviction records.
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TAD PGS, Inc.
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