Service Desk Representative
3 weeks ago
Tetra Tech is seeking a dedicated Service Desk Representative to join our Case Management team in Maitland, Florida. As a key member of our project-based, remote team, you will be responsible for providing exceptional customer service through phone, email, or text/chat messages.
This role offers a unique opportunity to make a real difference in the lives of customers and advance your career while working with a leading global company. If you possess strong communication skills, problem-solving abilities, and a passion for delivering exceptional customer experiences, we encourage you to apply.
About the Role:
- Handle incoming/outgoing calls, emails, and chats professionally and courteously;
- Provide accurate information about services and company policies;
- Resolve customer inquiries, issues, concerns, or complaints in a timely and efficient manner;
- Escalate complex or unresolved issues to the appropriate department or supervisors;
- Follow up with customers to ensure their issues are fully resolved and they are satisfied with the service;
- Maintain detailed and organized records of customer interactions and transactions;
Responsibilities:
- Work closely with team members and other departments to ensure a seamless customer experience;
- Share any customer feedback and insights with management to improve processes and services;
- Attend and participate in team meetings or training sessions to stay updated on products and services;
- Suggest improvements to enhance customer service processes and procedures;
- Conduct activities in line with internal procedures, legislation, and industry standards;
Requirements:
- A high school diploma or equivalent is required, with an associate's/bachelor's degree preferred;
- 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;
- A positive attitude and a passion for providing exceptional customer service;
Compensation and Benefits:
- A competitive salary of $58,000 - $68,000 per year;
- An attractive benefits package, including health insurance, retirement plans, and paid time off;
- Opportunities for professional growth and development within a leading global company;
- A dynamic and supportive work environment;
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