Call Center Agent (Full-Time)

Middle River Aerostructure Systems is a world-leading manufacturer of thrust reverser (the braking system on a jet engine), engine nacelle components and specialized aerostructures. It supplies and supports these products for engine makers, airplane manufacturers and aircraft operators. Located on Maryland's Chesapeake Bay near Baltimore, MRAS has a 1.7-million sq. ft. facility situated on 180 acres – where the company and its predecessors have designed, built and equipped civil and military aircraft for more than 90 years.

Call Center Agent Responsibilities:

• Supports operation by providing technical, logistics and diagnostic support to internal and external customers.

• Provide customer support via ticketing, chat, email and phone to aerospace customers in a timely manner.

• Manage, maintain and prioritize help desk queues effectively and assign issues to the proper support team member and departments when appropriate.

• Provide timely follow-up to client issues to ensure contractual timeframes and guidelines are met.

• Use appropriate business systems to track and resolve customer issues

• Communicates in a professional demeanor during all customer interactions to ensure high customer satisfaction standards are achieved.

• Escalates unresolved and outstanding customer issues to the Contact Team Leader or Manager when appropriate.

• Maintain working knowledge of all company products, services, rates and processes.

• Build strong customer relationships through regular client communication.

• Access, navigate, obtain and edit data in various systems, depending on product or affiliate.

• H.S Diploma or GED equivalent Associate degree or higher is preferred.

• Two or more years experience in a call center, customer services, and/or help desk environment highly desirable.

• Excellent PC skills, experience using MS Office suite, MS Outlook and Excel.

• Work flexible schedule as business needs require including some weekends and evenings.

• Must have experience using database software, Salesforce.com, IFS, SAP, Oracle, etc.

Job Specific Competencies:

• Customer Service - Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.

• Sense of Urgency - Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, and meets deadlines.

• Self-Development - Seeks out and accepts feedback, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up-to-date, turns mistakes into learning opportunities.

• Productivity - Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.

• Quality - Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.

MRAS is an equal opportunity employer and service provider and does not discriminate on the basis of race, age, religion, gender, gender identity, national origin, citizenship status, sexual orientation, disability, political affiliation or belief, or any other protected class. We are committed to the principles of Equal Opportunity Employment and are dedicated to making employment decisions based on merit and value, for ourselves, our client companies, and for the candidates we represent.

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