Role : Customer Service Representative

Location : Rockville, MD

Pay Rate Range : $17 / Hour & up to $21 / Hour upon conversion

Internal Job ID : 520031

Our Client in Rockville, MD is seeking a Customer Service Representative to join their team! The role of the Customer Support Representative encompasses engaging with clients across diverse sectors with the primary focus on delivering exceptional service related to their orders and inquiries.

Responsibilities on a Daily Basis :

• Engage with customers and partners, employing effective communication and troubleshooting techniques. This involves proactive learning, strengthening relationships, and advocating for them via phone, chat, and email.
• Swiftly and accurately resolve issues and inquiries while managing the support queue. This includes monitoring and tidying up tickets, as well as gathering necessary details from customers to ensure appropriate responses.

When needed, escalate matters to the Leadership team.

• Keep customers and internal teams informed about the status of pending support tickets through timely updates.
• Channel customer feedback to relevant internal teams.
• Uphold rigorous service level standards, surpassing various metrics including contact center benchmarks, NPS scores, quality assurance evaluations, and adherence to schedules.
• Address customer and partner needs by devising alternative solutions that balance risk mitigation with meeting requirements.
• Elevate the customer and partner experience by proactively highlighting pain points, proposing continuous improvement strategies, and suggesting enhancements for employee experiences.
• Play a role in shaping company culture and strategic vision, working towards organizational objectives, and exemplifying the Core Values.
• Dedicate attention to personal growth by staying current on assigned training, continuous improvement methodologies, and actively pursuing a personal development plan that identifies areas for skill enhancement.

Requirements :

• Demonstrate adaptability in a fast-paced, dynamic environment, exhibiting the ability to discern situational cues and adjust personal, interpersonal, and leadership approaches accordingly.
• Familiarity with any ticketing system is advantageous.
• Proficiency in multitasking within a rapid-paced setting.
• Possess strong listening and organizational proficiencies.
• Exhibit excellent customer service skills in both verbal and written communication.
• Establish a track record of meeting customer needs while maintaining high levels of satisfaction.
• Hold an undergraduate degree or equivalent practical experience.
• Display the capability to grasp general manufacturing guidelines for different processes.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.