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Education-Shift Lead-Call Center - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Columbia, MD Columbia, Maryland |
About this job
Our client in the Education field is hiring 5 Permanent Professional Services Representatives.
Requirements:
- Bachelor’s Degree required
- Two years of customer service experience required
* 2 years of experience in a Leadership role of some sort is a MUST
- Avaya and Salesforce experience preferred
- Exceptional phone manners and customer service skills
- Exceptional verbal and written communications skills
- Outstanding interpersonal skills and proven positive attitude
- Demonstrated leadership qualities with a relentless pursuit of excellence
- Highly detailed-oriented
- Proven problem-solving methodology
- Outstanding resourcefulness and creativity in providing timely service to business partners
- Demonstrated ability to learn and apply large amounts of detailed information
- Proven ability to multitask in a fast-paced environment with multiple conflicting priorities
- Excellent organizational and time management skills
- Demonstrated ability to manage stressful situations in a calm, courteous and efficient manner
- Mature coaching and mentoring skills
- Ability to make quick and clear decisions in accordance with Connections Academy policy which drive efficiency and quality
Position Summary:
The Professional Services Representative will work in our Columbia Contact Center providing professional services and escalation support to our outsourced business partners and call centers. As first call resolution specialists, the Professional Services Representative will provide immediate information and escalation assistance to our business partners. They will drive efficiency as subject matter experts on our business model and our enrollment process, from initial contact to program completion. They will Beta test and provide feedback on scripts, maintain a knowledge base of time-critical updates and work with all other functional areas of the business to update FAQs, communicate them to our business partners’ agents, and publish and distribute top issues resolution solutions.
The Professional Services Representative will work closely with Quality, Training, and Productivity managers and staff to ensure that all business partner key performance indicators and service levels are met.
The Professional Services Representative will also serve as a peer mentor, nest with new agents, staff our escalation and assistance hotline as appropriate, and handle emails/Webmails, and voicemails with a view to seeking new ways to balance productivity and quality with our outsourced business partners, while increasing efficiency.
Professional Services Representative will have occasional work from home privileges and limited travel to support Quality and Training on site with our business partners.
**MUST be able to work any shift between 9am-9pm; You will be assigned a shift when hired, but are not allowed to chose which one**
**MUST be able to interview ASAP and start on June 2nd**
**This is a pretty lengthy interview process so please be prepared to move very quickly through the process!
About Aerotek Professional Services:
Join Aerotek Professional Services®. Our customized employment solutions and personalized approach give job seekers access to great opportunities with competitive salaries. Aerotek offers comprehensive benefits that can include medical, dental, optical, and optional 401k. Don't put your career in the hands of just anyone; put it in the hands of a specialist. Launch or rejuvenate your career today with Aerotek Professional Services! Allegis Group and its subsidiaries are equal opportunity employers and will consider all applications without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law.
Requirements:
- Bachelor’s Degree required
- Two years of customer service experience required
* 2 years of experience in a Leadership role of some sort is a MUST
- Avaya and Salesforce experience preferred
- Exceptional phone manners and customer service skills
- Exceptional verbal and written communications skills
- Outstanding interpersonal skills and proven positive attitude
- Demonstrated leadership qualities with a relentless pursuit of excellence
- Highly detailed-oriented
- Proven problem-solving methodology
- Outstanding resourcefulness and creativity in providing timely service to business partners
- Demonstrated ability to learn and apply large amounts of detailed information
- Proven ability to multitask in a fast-paced environment with multiple conflicting priorities
- Excellent organizational and time management skills
- Demonstrated ability to manage stressful situations in a calm, courteous and efficient manner
- Mature coaching and mentoring skills
- Ability to make quick and clear decisions in accordance with Connections Academy policy which drive efficiency and quality
Position Summary:
The Professional Services Representative will work in our Columbia Contact Center providing professional services and escalation support to our outsourced business partners and call centers. As first call resolution specialists, the Professional Services Representative will provide immediate information and escalation assistance to our business partners. They will drive efficiency as subject matter experts on our business model and our enrollment process, from initial contact to program completion. They will Beta test and provide feedback on scripts, maintain a knowledge base of time-critical updates and work with all other functional areas of the business to update FAQs, communicate them to our business partners’ agents, and publish and distribute top issues resolution solutions.
The Professional Services Representative will work closely with Quality, Training, and Productivity managers and staff to ensure that all business partner key performance indicators and service levels are met.
The Professional Services Representative will also serve as a peer mentor, nest with new agents, staff our escalation and assistance hotline as appropriate, and handle emails/Webmails, and voicemails with a view to seeking new ways to balance productivity and quality with our outsourced business partners, while increasing efficiency.
Professional Services Representative will have occasional work from home privileges and limited travel to support Quality and Training on site with our business partners.
**MUST be able to work any shift between 9am-9pm; You will be assigned a shift when hired, but are not allowed to chose which one**
**MUST be able to interview ASAP and start on June 2nd**
**This is a pretty lengthy interview process so please be prepared to move very quickly through the process!
About Aerotek Professional Services:
Join Aerotek Professional Services®. Our customized employment solutions and personalized approach give job seekers access to great opportunities with competitive salaries. Aerotek offers comprehensive benefits that can include medical, dental, optical, and optional 401k. Don't put your career in the hands of just anyone; put it in the hands of a specialist. Launch or rejuvenate your career today with Aerotek Professional Services! Allegis Group and its subsidiaries are equal opportunity employers and will consider all applications without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law.
Requirements
QUALITY CONTROL, LEADERSHIP SKILLS, COACHING, CALL CENTER MANAGEMENT