Contact Center Associate

Aston Carter

1d•$32 - $34•Hybrid

About The Position

The Contact Center Associate provides first-level support to internal and external aerospace customers through phone, email, and ticketing systems. This role manages and prioritizes help desk queues, documents and tracks technical and logistics issues, and ensures timely and accurate resolution in line with contractual service levels. The position requires strong customer service skills, the ability to work with technical customer bases, and proficiency in using business systems to resolve and follow up on customer inquiries.

Requirements

At least 5+ years of contact center or call center experience.
Proven customer service and customer support experience, including handling a technical customer base.
Proficiency with Microsoft Office applications.
Strong general computer skills and ability to work in multiple systems.
Experience using ticketing systems and business applications to track and resolve issues.
Data entry skills with attention to detail and accuracy.
Ability to manage and prioritize multiple help desk queues and tasks.
Strong verbal and written communication skills with a professional demeanor.
Ability to investigate, troubleshoot, and resolve customer issues effectively.
Comfort working with internal and external stakeholders in a fast-paced environment.

Nice To Haves

Oracle experience is highly preferred and considered a strong asset.
Experience with Salesforce is beneficial.
Associate degree is preferred.
Experience supporting customers in any industry, including technical or complex service environments, is welcome.
Ability to quickly learn new systems, technologies, and processes.
Strong relationship-building skills and a customer-focused mindset.

Responsibilities

Provide first-level contact center support to internal and external aerospace customers via ticketing, email, and phone in a timely and professional manner.
Manage, maintain, and prioritize help desk queues to ensure efficient handling of incoming requests.
Assign second-level issues to the appropriate support team members and departments, including technical or logistics requests, when necessary.
Identify, investigate, and resolve customer problems related to aviation issues, ensuring accurate and thorough follow-up.
Document, track, and monitor technical issues in the appropriate systems to ensure timely resolution.
Provide consistent and timely follow-up to client issues to meet contractual timeframes and service level guidelines.
Use designated business systems to track, research, and resolve customer inquiries and issues.
Communicate with customers in a professional and courteous manner during all interactions to maintain high customer satisfaction standards.
Maintain current knowledge of relevant technology and tools as assigned to support customer needs effectively.
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 translating them into actionable support requests.
Escalate unresolved or complex customer issues to the appropriate team leader or manager when necessary.
Build and strengthen customer relationships through regular, clear, and proactive client communication.
Access, navigate, obtain, and edit data in various systems, including those specific to different products or affiliates, to support customer requests accurately.