Customer Service 3_Non-Cleared

Description We are offering an opportunity for a Customer Service Representative based in ANNAPOLIS, Maryland. The role involves managing customer inquiries and maintaining records of customer interactions. You will also assist in orienting, training, and assigning the work of technical/business support employees. This role requires working on the Swing shift and may involve shift work on all 7 days of the week, including holidays.

Responsibilities

• Handle incoming calls and ascertain if the call is of a customer service or technical nature.

• Open call and trouble tickets in our ticketing system database for all incoming inquiries.

• Process and/or forward technical problems to field technicians or on-call engineers as appropriate for resolution.

• Track open trouble tickets to resolution.

• Interface with Operations Center personnel, customers, technicians, and management.

• Troubleshoot/configure airport devices used for the management of air passenger baggage.

• Provide excellent customer service and support for all customer contacts.

• Demonstrate strong customer service and communications skills - both written and verbal, good computer skills, good problem-solving skills, good multi-tasking skills, and the ability to work independently.

• Demonstrate basic understanding of digital communications and network environment.

• Demonstrate excellent customer service skills, outstanding phone skills, good typing skills.

• Demonstrate a basic knowledge of MS Windows and Office applications.

• Demonstrate strong analytical and effective problem-solving skills.

• Be able to work in a 24x7 operations environment and willing to work a rotating shift schedule. Requirements - Proven experience in a customer service role

• Excellent communication skills, with a strong focus on verbal and written communication

• Familiarity with office functions and operations

• Previous experience in a training role, specifically in customer service training

• Ability to handle inbound calls in a professional and courteous manner

• Proficiency in database management and data entry

• Experience in supervising a team, preferably in a customer service setting

• Proficiency in providing workstation support and troubleshooting technical issues

• Understanding of production processes and practices

• Strong typing skills with high accuracy

• Experience in handling customer complaints and providing effective solutions

• Proficiency in using Windows OS and general computer skills

• Willingness to work onsite and provide in-person support when required

• Experience with ticketing systems for issue tracking

• Knowledge of phone etiquette in a professional setting

• Understanding of air transportation, preferably in a customer service setting

• CompTIA A+ certification would be an advantage

• Ability to troubleshoot technical problems effectively

• Familiarity with the ServiceNow application

• Previous experience in a passenger service role would be beneficial

• Experience with Remedy software for managing service delivery.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (~~~) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit ~~~ for more information.

© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (https:///~~~/us/en/terms) .