Client Support Specialist
2 months ago
At Tetra Tech, we are partnering with leading experts to create a sustainable future for our planet. We integrate consulting and engineering with advanced analytics and technology to tackle the world's most intricate challenges. Our global innovation hubs provide opportunities to exchange ideas and best practices while expanding your professional network.
Are You Ready for Your Next Career Move?
Do you aspire to engage in meaningful work that enhances quality of life? At Tetra Tech, you will collaborate with high-performing teams dedicated to leveraging their expertise to devise solutions for complex issues in water, environment, infrastructure, resource management, energy, and international development.
Position Overview:
Tetra Tech Inc. is currently seeking a Customer Service Representative to serve as a liaison between the organization and its clientele. This role involves delivering support via phone, email, or text/chat messages to resolve customer inquiries efficiently and effectively while nurturing customer relationships and enhancing company credibility.
Key Responsibilities:
Client Engagement:
- Professionally manage incoming and outgoing communications through calls, emails, and chats.
- Provide accurate information regarding services and organizational policies.
Issue Management:
- Address customer inquiries, concerns, or complaints promptly and effectively.
- Escalate complex or unresolved matters to the appropriate department or supervisors.
- Follow up with clients to ensure complete resolution of their issues and satisfaction with the service.
Record Keeping:
- Diligently document customer interactions and transactions in the Genesys software system.
- Maintain organized records of customer inquiries, feedback, and complaints.
Team Collaboration:
- Collaborate closely with team members and other departments to ensure a seamless customer experience.
- Share customer feedback and insights with management to enhance processes and services.
- Participate in team meetings or training sessions to stay informed about products and services.
Continuous Improvement:
- Stay updated on company policies and industry trends.
- Propose enhancements to improve customer service processes and procedures.
- Strive to meet and exceed performance metrics and targets.
Qualifications:
- High School Diploma or equivalent; an associate's or bachelor's degree is a plus.
- Previous customer service experience is preferred but not mandatory; experience in a call center environment is advantageous.
Skills:
- Strong organizational and time management skills, with the ability to multitask.
- Excellent verbal and written communication abilities.
- Strong problem-solving and conflict-resolution skills.
- Proficient in call center software and technology.
- Positive attitude and a commitment to delivering exceptional customer service.
Work Environment:
This position may be based in an office setting or remotely, depending on company policies. Flexible working hours may be required, including evenings and weekends.
About Tetra Tech:
Tetra Tech is a premier provider of high-end consulting and engineering services for projects worldwide. We combine the resources of a global, multibillion-dollar organization with local, client-focused delivery in over 400 locations globally. We are committed to providing sustainable and resilient solutions for our clients. At Tetra Tech, we foster a collaborative environment that encourages individual performance, innovation, and creativity. We are proud to offer competitive compensation and benefits.
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