Client Support Representative

We believe talent deserves a human touch. Your application will be read by an actual person who's excited to discover the real you.

At MCA, we are seeking a Customer Support Representative (in other companies this person could hold the title of Client Support Specialist, Customer Care Representative, or Service Coordinator), who will coordinate service for their designated accounts and ensure that all aspects are handled efficiently and effectively with superior levels of customer service.

In this role, you will work cross-functionally with multiple departments including technicians, warehouse personnel, inventory, and sales to ensure that all customer service issues are addressed.

To be successful in this role, you must be highly organized, collaborative, and customer-centric with strong communication and process management skills.

Responsibilities-

• Maintain excellent customer service responsiveness in all areas and ensure follow through.
• Actively support customer service team to ensure all tasks are handled promptly.
• Ensure that customers are contacted within service level expectations.
• Make sure all SLA's are met or exceeded for contracted customers.
• Constantly look at ways to improve processes to provide the highest level of customer satisfaction.
• Ensure that all old calls are followed up on and processed timely.
• Make certain information is clearly communicated to technicians through the ticketing system.
• Validate the warehouse is processing all shipments in a given day and that they have all the information correct to handle service calls correctly.
• Communicate with Director of Customer Support and other departments any pertinent information to their accounts to keep them involved when needed in service-related issues.
• Process all assigned account invoices and ensure that calls are closed/billed correctly.
• Develop relationships with customers and follow through on all issues until resolved to complete satisfaction.

Preferred Skills & Qualifications-

• Effective Planning, Organization, Documentation, and Communication Skills
• Ability to use a personal computer and proficient in various software packages including all Microsoft Office Products & Adobe
• Strong Written and Verbal Communication Skills
• Willingness to accept ownership and be held accountable
• Must be a team player and be able to provide direction and support to other team members
• Establish priorities, work independently, and proceed with objectives with little supervision.
• Handle and resolve recurring problems
• Bachelor's Degree preferred or equivalent work experience

Compensation:

The compensation is expected to start at $35, ,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.

Benefits:

• Medical
• Vision
• Dental
• 401(k) matching
• PTO allotment

MCA, a New Charter Technologies company, provides a fast, energetic work environment for those seeking technology careers in Chattanooga and Nashville. We're a top technology services provider in the Chattanooga area with a solid national reputation. We believe people are our most valuable assets so we're passionate about retaining and developing the best talent available. But more than that, we're a tight-knit group of professionals who work collaboratively to provide the highest possible levels of customer service and support.

We treat team members with respect, providing an environment where diverse individuals have all the resources they need to perform to their full potential. In fact, we like to think working at MCA is more than just a job. We believe business isn't just about profitability. Having fun is also essential on the way to success. So, we celebrate achievements. We laugh a lot. We treat one another like family, always supporting each other. And we try not to take ourselves too seriously.

MCA is committed to creating an inclusive environment and is proud to be an equal opportunity employer. MCA recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.