Customer Service Liaison

4 weeks ago


Maitland, Florida, United States Tetra Tech Full time
The Opportunity:

Tetra Tech is seeking a skilled Customer Service Liaison to join our Case Management team in the Maitland, Florida market. This is a project-based, remote role that requires excellent communication and problem-solving skills.

Why Tetra Tech:

At Tetra Tech, we are committed to delivering innovative solutions to complex challenges. Our team of experts is dedicated to providing exceptional customer service and support. As a Customer Service Liaison, you will play a critical role in ensuring our customers receive the highest level of service and support.

Your Impact:

As a Customer Service Liaison, you will be responsible for providing timely and effective support to our customers. You will work closely with our team to resolve customer issues and concerns, and provide solutions that meet their needs. Your contributions will have a direct impact on our customers' satisfaction and loyalty.

Your Role:

The Customer Service Liaison will act as a liaison between the company and its customers, providing services by phone, email, or text/chat messages. You will resolve customer issues efficiently and effectively, nurture customer relationships, and improve company credibility. Your responsibilities will include:

Handling incoming/outgoing calls, emails, and chats professionally and courteously

Providing accurate information about services and company policies

Resolving customer inquiries, issues, concerns, or complaints in a timely and efficient manner

Escalating complex or unresolved issues to the appropriate department or supervisors

Following up with customers to ensure their issues are fully resolved and they are satisfied with the service

Accurately documenting customer interactions and transactions in the Genesys software system

Maintaining detailed and organized records of customer inquiries, comments, and complaints

Working closely with team members and other departments to ensure a seamless customer experience

Sharing any customer feedback and insights with management to improve processes and services

Attending and participating in team meetings or training sessions to stay updated on products and services

Qualifications:

High School Diploma or equivalent. An associate's/bachelor's degree is a plus.

Bilingual in English/Spanish is preferred but not required.

Previous customer service experience is preferred but not required.

Experience in a call center environment is an advantage.

Strong organizational skills, time management skills, and ability to multitask.

Excellent verbal and written communication skills.

Strong problem-solving and conflict-resolution abilities.

Proficient in call center software and technology.

Positive attitude and a passion for providing exceptional customer service.

Flexible working hours may be required, including evenings and weekends

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