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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