The Support Team Rep I is a non-exempt that maintains administrative tasks for various retail programs at MarketSource. This role is designed to be the first line of operational support for MarketSource.

Primary responsibilities include :

• Ensures any client and / or customer concerns are solved effectively and promptly
• Executes quality assurance checks specifically regarding field employee attendance in store, utilizing various communication methods.
• Assess data to identify schedule gaps and potential staffing number concerns
• Places outbound calls for surveys and quality assurance checks.
• Maintains and ensures data integrity in all MarketSource and client systems with regard to verification audits
• Shares best practices with other team members for continuous improvement purposes in order to drive operational success and client satisfaction
• Performs basic call discovery to pre-qualify and determine where to distribute callers / opportunities (internal or external)
• Efficiently and effectively handles heavy inbound call volume
• Provides excellent customer service

Minimum Education / Experience :

• High School Diploma / GED
• Prior customer service experience
• Prior call center experience preferred

Requisite Abilities and / or Skills :

• Strong verbal and written communication skills
• Ability to conduct positive, professional conversations via telephone, email and online
• Ability to be self-motivated and able to work independently
• Intermediate Microsoft Office knowledge (Excel, PowerPoint, Outlook)
• Ability to maintain integrity and security of computer systems and data
• Ability to professionally handle access to, and protection of, privileged information
• Highly organized, capable of managing multiple tasks with strong organization skills
• Proficient and accurate typing skills

Last updated : 2024-04-28