Contact Center Associate

Aston Carter

4d•Hybrid

About The Position

The Contact Center Associate provides first-level support to internal and external aerospace customers through ticketing, email, and phone. This role manages and prioritizes help desk queues, documents and tracks technical issues, and ensures timely resolution in line with contractual guidelines. The position requires strong customer service skills, the ability to work with a technical customer base, and proficiency in business systems such as Oracle and Salesforce to maintain high levels of customer satisfaction.

Requirements

5+ years of contact center or call center experience providing customer service and support.
Proven experience supporting a technical customer base in a customer service or support environment.
Strong customer service skills with the ability to handle inquiries via phone, email, and ticketing systems.
Proficiency with Microsoft Office and general computer skills to manage documentation and communication.
Experience with data entry and maintaining accurate records in multiple systems.
Ability to manage and prioritize multiple help desk queues and tasks in a fast-paced environment.
Strong verbal and written communication skills with a professional demeanor in all customer interactions.
Ability to document, track, and monitor technical issues through to resolution.
Comfort using business systems such as Oracle and Salesforce or similar CRM and ticketing tools.

Nice To Haves

Experience working in a contact center environment in any industry; background in healthcare insurance or other complex, regulated industries is welcome.
Oracle experience is highly preferred, with willingness to learn and be trained further on the platform.
Experience with Salesforce or similar CRM systems is beneficial.
Associate’s degree is preferred.
Demonstrated ability to build strong customer relationships through consistent and clear communication.
Ability to quickly learn and maintain knowledge of company products, services, rates, and processes.
Strong problem-solving skills with the ability to investigate and resolve technical or logistical issues.

Responsibilities

Provide first-level contact center support via ticketing, email, and phone to internal and external aerospace customers in a timely and professional manner.
Manage, maintain, and prioritize help desk queues to ensure that issues are addressed efficiently and assigned to the appropriate second-level support team or department when needed.
Identify, investigate, and resolve customer issues related to aviation, and perform thorough follow-up to ensure complete resolution.
Document, track, and monitor technical issues in the appropriate systems to ensure timely and accurate resolution.
Use business systems and tools, including Oracle and Salesforce, to track, research, and resolve customer issues.
Provide timely follow-up to client inquiries and issues to ensure that contractual timeframes and service level guidelines are met.
Communicate with customers in a professional, courteous, and clear manner during all interactions to maintain high customer satisfaction standards.
Maintain current knowledge of relevant technologies, systems, and tools as assigned to support effective issue resolution.
Maintain a working knowledge of company products, services, rates, and processes to provide accurate information and support.
Work effectively with a technical customer base, understanding their needs and providing appropriate solutions or escalations.
Escalate unresolved or complex customer issues to the appropriate team leader or manager when necessary.
Build and strengthen customer relationships through regular, proactive communication and reliable follow-through.
Access, navigate, obtain, and edit data in various systems, depending on the product or affiliate, to support customer requests and internal processes.