Customer Support Representative I

Management Science Associates • Pittsburgh, PA

6d • Hybrid

About The Position

This role involves answering and evaluating incoming telephone calls, voice mail, email, faxes, and internal requests from external and internal customers regarding distributor data inquiries. The representative will provide excellent customer service, accurately log communications, and resolve basic customer data issues. More complex problems will be escalated to higher-level representatives or supervisors. The role also includes performing data file edits, responding to brand and store matching misalignment issues, and attending ongoing training.

Requirements

• Associate’s degree in Business Administration, Communications or related field, or equivalent experience.
• Customer service oriented with ability to maintain good relationships with distributors and clients.
• Attention to detail and ability to maintain detailed records of all inbound/outbound communications.
• Novice ability to diagnose and solve problems in cooperation with other CSR and CSR II.
• Ability to understand the basics of the data factory.
• Ability to remain calm in stressful situations.
• Takes full ownership and accountability for their work.
• Knowledge of Windows operating system and basic knowledge of MS Office applications.
• Good communication skills, both written and oral to be able to resolve issues in a prompt and helpful manner.
• Organizational, problem solving, and time management skills.
• Basic understanding of information technology systems and processes.
• Ability to multi-task.
• Must be able to work in a fast paced, noisy environment and cope with frequent interruptions.
• Occasional overtime will be required.

Nice To Haves

• Languages are highly desired, in particular, French and Spanish.

Responsibilities

• Answer and evaluate incoming telephone calls, voice mail, email, faxes and internal requests from external and internal customers with distributor data related inquiries while providing excellent customer service.
• Accurately log incoming calls and archive faxes, emails, and other documentation relating to communications with customers using the Contact Management System.
• Research, resolve, and provide follow-up for basic and routine problems with customer data submissions.
• Escalate more complex problems to a Customer Support Representative II or Senior Customer Support Representative.
• Notifies Supervisor when an incident or situation may require escalation to a higher level.
• Perform data file edits to correct errors within established guidelines.
• Respond to inquiries and resolve issues regarding brand and store matching misalignments.
• Attend ongoing training to achieve personal, professional, and technical improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree