Customer Service Representative

1 month ago


Rockville, Maryland, United States Addison Group Full time
Customer Service Representative Job Description

At Addison Group, we are seeking a skilled Customer Service Representative to join our team. As a key member of our customer support team, you will be responsible for delivering exceptional service to our clients across various sectors. Your primary focus will be on engaging with customers and partners, employing effective communication and troubleshooting techniques to resolve issues and inquiries.

Responsibilities:
  • Engage with customers and partners via phone, chat, and email, employing effective communication and troubleshooting techniques.
  • Swiftly and accurately resolve issues and inquiries while managing the support queue.
  • Keep customers and internal teams informed about the status of pending support tickets through timely updates.
  • Channel customer feedback to relevant internal teams.
  • Uphold rigorous service level standards, surpassing various metrics including contact center benchmarks, NPS scores, quality assurance evaluations, and adherence to schedules.
  • Address customer and partner needs by devising alternative solutions that balance risk mitigation with meeting requirements.
  • Elevate the customer and partner experience by proactively highlighting pain points, proposing continuous improvement strategies, and suggesting enhancements for employee experiences.
  • Play a role in shaping company culture and strategic vision, working towards organizational objectives, and exemplifying the Core Values.
  • Dedicate attention to personal growth by staying current on assigned training, continuous improvement methodologies, and actively pursuing a personal development plan that identifies areas for skill enhancement.

Requirements:
  • Demonstrate adaptability in a fast-paced, dynamic environment, exhibiting the ability to discern situational cues and adjust personal, interpersonal, and leadership approaches accordingly.
  • Familiarity with any ticketing system is advantageous.
  • Proficiency in multitasking within a rapid-paced setting.
  • Possess strong listening and organizational proficiencies.
  • Exhibit excellent customer service skills in both verbal and written communication.
  • Establish a track record of meeting customer needs while maintaining high levels of satisfaction.
  • Hold an undergraduate degree or equivalent practical experience.
  • Display the capability to grasp general manufacturing guidelines for different processes.

Equal Opportunity Employer:
Addison Group is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We comply with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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