Customer Service Representative - Full-time / Part-time

Answers incoming phone calls, listens to comments and/or concerns and provides an empathetic response to satisfy guests.

Identifies all necessary information and documents all comments, maintains an average handle time of less than 6 minutes per call
Respond to email inquiries within 15 minutes of receipt utilizing the CSR Reference Guide and websites to research accurate responses
Creates and submits a detailed report for every interaction, determines reason code per call
Follows up with the primary contact in regards to Priority 1 situations, if a resolution is not received within 48 hours, resends and closes the report in system
Completes end-of-day activities such as reading and responding to coaching emails and reviews open-escalated sync reports
Listens to monitored audios and takes appropriate corrective action
May assist team members with work tasks, compose an original email correspondence and/or streamline procedures and/or processes as needed or requested
Participates in departmental meetings, webinars and/or conference calls
Other duties and/or special projects as assigned in response to changing business conditions and/or requirements

About Aerotek: Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit aerotek.com. Aerotek is acting as an Employment Agency in relation to this vacancy.