Executive Customer Care Representative

Location
Germantown, MD
Posted
Oct 01, 2021
Closes
Oct 25, 2021
Ref
229325202110
Function
Administrative, Other
Industry
Other
Hours
Full Time
Job Description:

Sparks Group has partnered with a global leader in broadband satellite technology currently seeking a Customer Care Representative. The representative will handle customer, Corporate and Agency complaints and plays a critical role in providing an interface between the customer and the company. This position focuses on the prompt and effective resolution of these complaints while providing a world class customer experience for every customer every time. This role involves interactions with customers, Call Centers, Billing, Installation, Ordering Systems and other organizational partners. In addition to handling customer complaints, the role is also responsible for providing technical support through troubleshooting, and monitoring system maintenance verification. The selected candidate may also be called upon to contribute to Social Media activities to support the companies image via online social media channels. If interested, please submit your application today to be considered.

Responsibilities:
  • Handle and resolve Customer, Agency and Corporate complaints.
  • Communicate with customers by phone, email or written correspondence.
  • Respond promptly to Customer, Agency and Corporate complaints.
  • Direct requests and unresolved issues to the designated source (internal organizational partners and vendors).
  • Keep detailed records of customer interactions and transactions using internal ticketing system.
  • Regularly follow up on customer interactions.
  • Monitor dialogue across designated social media channels, updating content, replies and discussions in a timely manner.
  • Create a comfortable customer-facing environment building relationships with online customer.

Basic Requirements:
  • Associate Degree or higher
  • 5 years of experience in customer care/customer service.
  • 5 years of experience resolving customer escalations.

Preferred Qualifications
  • Bachelor's degree in Business, Communications or other related fields.
  • Excellent communication skills.
  • Strong writing and documentation skills.
  • Good listening skills.
  • Clear and pleasant speaking voice.
  • Problem analysis and problem solving skills.
  • Ability to organize/manage high volumes of work and prioritize to meet deadlines.
  • Works well in a collaborative work environment.
  • Ability to handle a fast-paced environment.
  • Uses social media monitoring tools, have the ability to blog and understand blogging best practices.
  • Microsoft Office Suite.
  • Salesforce.

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Qualified candidates should send their resume AND call Sparks Group for additional details. Please note, resume must include a valid email address in order to be considered. We look forward to discussing your background, your current job search, and your potential career path with Sparks Group!

Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.

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