Client Support Specialist

2 weeks ago

Maitland, Florida, United States Tetra Tech Full time
Unlock Your Potential:
At Tetra Tech, we are partnering with top-tier professionals to create a sustainable future for our planet. By merging consulting and engineering with cutting-edge analytics and technology, we tackle the world's most intricate challenges. Our global innovation hubs provide a platform for sharing ideas and best practices while expanding your professional network. Regardless of where you are in your career, you will gain from collaborating with world-class engineers, scientists, and technical experts.

About the Role:
Tetra Tech Inc. is currently seeking a Customer Service Representative to serve as a bridge between the organization and its clientele. This role involves delivering support via phone, email, or text/chat messages, efficiently resolving customer issues while fostering strong relationships and enhancing the company's reputation.

Position Overview:
The Customer Service Representative is tasked with delivering outstanding customer support by addressing inquiries, resolving issues, and ensuring overall customer satisfaction. Responsibilities include managing inbound and outbound communications through calls, emails, and chats, while maintaining a positive rapport with customers. The ideal candidate will exhibit exceptional communication skills, adept problem-solving capabilities, and a strong customer-focused mindset.

Key Responsibilities:
  • Customer Engagement:
    Handle incoming and outgoing communications with professionalism and courtesy. Provide accurate information regarding services and company policies.
  • Issue Management:
    Address customer inquiries, concerns, or complaints promptly and effectively. Escalate complex issues to the relevant department or supervisors. Follow up with customers to ensure complete resolution and satisfaction.
  • Record Keeping:
    Document customer interactions and transactions accurately in the Genesys software system. Maintain organized records of customer inquiries, feedback, and complaints.
  • Team Collaboration:
    Work closely with colleagues and other departments to ensure a seamless customer experience. Share customer feedback with management to enhance processes and services. Participate in team meetings or training sessions to stay informed about products and services.
  • Continuous Development:
    Stay updated on company policies and industry trends. Propose enhancements to improve customer service processes. Strive to meet and exceed performance metrics.

Qualifications:
  • High School Diploma or equivalent; an associate's or bachelor's degree is advantageous.
  • Previous experience in customer service is preferred but not mandatory; experience in a call center is a plus.

Skills Required:
  • Strong organizational and time management skills, with the ability to multitask.
  • Excellent verbal and written communication abilities.
  • Effective problem-solving and conflict-resolution skills.
  • Proficiency in call center software and technology.
  • A 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. Flexibility in working hours may be necessary, including evenings and weekends.

About Tetra Tech:
Tetra Tech is a premier provider of high-end consulting and engineering services for projects globally. We combine the resources of a large, multibillion-dollar organization with local, client-focused delivery across more than 400 locations worldwide. 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 offer competitive compensation and benefits.

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