Customer Service Representative
Company: Aerotek
Location: Barrington
Posted on: February 25, 2021
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Job Description:
Will start remote but will eventually go in office so must be
able to commute.Description:The Consumer Care Associate will play a
key role in resolving consumer complaints via phone and email.
Greeting customers warmly and ascertaining the reason for the
inquiry in a timely manner is essential, while placing or canceling
orders will also be required. It is crucial for the Consumer Care
Associate to protect the brand through careful and thoughtful
reputation management, as anything written or verbalized can spread
quickly via social media, blogs, and word-of-mouth. Thus, remaining
calm, even during the most difficult situations, is extremely
important. The Consumer Care Associate will be in direct
communication with the consumer and will be responsible for
answering technical questions and troubleshooting by asking
questions to diagnose the issue and explain solutions with patience
and empathy. The Associate will be responsible for managing the
following inbound communication channels:- Customer Care Calls -
Customer Care Emails- In App tickets- App Stores Comments - Amazon
Rating Comments - Social Media response support-Product questions
and support Engagement- Assist and provide technical support to
field issues generated by consumers via web, phone, and email-
Become a single point of contact to the customer for technical
support related issues- Act as main resource for all consumer
product questions, technical issues, or complaints by responding to
consumer calls and emails during business hours- Respond promptly
to customer inquiries and handle and resolve consumer issues with a
focus on quality over quantity- Obtain and evaluate all relevant
information to handle inquiries and complaints- Process warranty
replacements, orders, and returns- Follow up on consumer
interactions- Attend weekly meetings with the Customer Service team
to stay informed on app, software, firmware, and product updates
Content- Provide consumer insight for product manuals, FAQ, and
support documentation development - Develop responses that can be
used frequently by the entire support team- Provide responses, when
necessary, on social media platforms including Twitter and
Instagram - Answer 65+ calls and emails a day- Work directly with
management to provide field updates and talk about common issues
happening with consumers in the field-Must be comfortable to train
in the office one day for 8 hours on Products during the training
period. It will be only 1 day. -This role is remote now but
candidates would be expected to go back into the office.Additional
Skills & Qualifications:Must Haves: - Experience: 2+ years of
customer service (Food Service, Retail, Consumer Interaction, Apple
Store, ATT&T)- Technical; smart devices, ios and androids,
computers, smart phones, and applications - Web-based platforms,
Microsoft Office Suite and any other web-based softwareTESTING:
Typing test, 40 wpm-Contract to potential hire. They will bring on
top performers at the end of peak season (October 2021)Nice Haves:
- Associates or Bachelors Degree- Experience troubleshooting -
Bilingual in Spanish or FrenchSoft Skills: Exceptional
communication skills Calm demeanor Updating software on their own
computers, devices and in current role Someone that can write and
respond via email and online, social medial Using video and other
forms of technology Android apps and ios apps These people are the
eyes and ears of the field Someone that can be very collaborative
Manage teams and be a team player About Aerotek:We know that a
company's success starts with its employees. We also know that an
individual's success starts with the right career opportunity. As a
Best of Staffing Client and Talent leader, Aerotek's people-focused
approach yields competitive advantage for our clients and rewarding
careers for our contract employees. Since 1983, Aerotek has grown
to become a leader in recruiting and staffing services. With more
than 250 non-franchised offices, Aerotek's 8,000 internal employees
serve more than 300,000 contract employees and 18,000 clients every
year. Aerotek is an Allegis Group company, the global leader in
talent solutions. Learn more at Aerotek.com.The company is an equal
opportunity employer and will consider all applications without
regards to race, sex, age, color, religion, national origin,
veteran status, disability, sexual orientation, gender identity,
genetic information or any characteristic protected by law.
Keywords: Aerotek, Waukegan , Customer Service Representative, Other , Barrington, Illinois
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