Vacancies

  • Customer Service Supervisor
  • Customer Solution Specialists
  • Program Owner

Customer Service Supervisor 
Are you all about the numbers?  Or are you all about the people?  If you answered “BOTH” then we want you on our team!

TCC is a dynamic and team-oriented organization with a strong focus on delivering EXEMPLARY customer service and promoting employee development.  How do we do this?  By holding true to our mission statement:  Achieving excellence by inspiring people, focusing on performance and delivering real solutions, everyday!

INSPIRING PEOPLE
Inspire…Coach…Develop…Motivate.  The Supervisor is responsible for knowing their team, their strengths and their areas of opportunities (no weaknesses – only room for growth!).  Supervisors constantly coach and mentor – this happens in the moment throughout the day and in weekly scheduled coaching sessions.  Supervisors must LEAD by example – own their action, show mutual respect, and maintain a positive attitude — always.

FOCUSING ON PERFORMANCE   
Strategies…Trending…Stats.  The Supervisor knows the KPI’s.  Supervisors develop strategies for each team member to ensure they are on the right path — striving to improve — striving to exceed expectations.  This is a partnerhsip — supervisors share knowledge and tips with their team members to realize performance goals.

DELIVERING REAL SOLUTIONS – EVERYDAY!    
This is the “DO” … putting into practice what we know – being the experts within the industry!!!  To BE the BEST you need to consistenly prove it — we know our clients, we know their business and their customers, and we employ and develop the right people.

By now you know we are looking for individuals with proven supervisory experience, who are UBER PASSIONATE about developing people and who want to be a key contributor to keeping our mission statement alive.  We are looking for the link – the SUPERVISOR.  Interested?

A few must haves and a desirable:

  • 3-5 years supervisory/management experience leading teams is a MUST (our teams consists of 15-25 Customer Solution Specialists)
  • Strong understanding of call center environment and the key levers to enhance performance and achieve organizational goals – HIGHLY DESIREABLE
  • Ability to work in an ever-changing, fast paced environment AND maintain focus on key priorities despite conflicting demands (new meaning to multi-tasking!)
  • Impactful communication both written and verbal – key word IMPACTFUL
  • Ability to build a highly engaged, committed and empowered workforce (this screams PASSION!)

We offer a comprehensive benefits package and free parking.

Interested and qualified applicants please submit cover letter and resume to:  resumes@tccmaryland.com

Customer Solutions Specialist
TCC, LLC, based in Hunt Valley, MD is a dynamic contact center focused on providing superior customer service support and building strategic partnerhsips with our clients.  Our clients are world-wide, ever changing and evolving, and always introducing new products and ideas to the markeplace.  TCC takes pride in our ability to embrace change and readily adapt to meet the needs of our clients.

TCC, LLC is a people company, our passion and dedication to the growth and success of our employees can be seen in each one of our actions and initiatives.  Through training and coaching our specialists are equipped to ensure every customer is greeted with a smile and has an overall stellar experience.

Our Customer Solutions Specialist are the face of our clients to their customers. We seek to hire friendly, enthusiastic individuals who are UBER passionate about delivering the best customer experience.

Successful candidates must be highly motivated, be willing to take initiative, have a positive attitude and exhibit a strong work ethic. Reliable attendance, performance, and adherence to policies is an essential requirement.

Responsbilities

  • Manage and service existing customer relationships
  • Follow company established procedures to solve customer inquiries with a focus on first call resolution and quality assurance
  • Provide expertise and support in all realms of the sales process including offering appropriate products and services
  • Inform customers of promotions and new or upgraded products
  • Explain product options and related charges clearly and concisely
  • Maintain quality scores and call center metrics

Must Have’s

  • 1-2 years of customer service experience
  • Excellent written communication skills
  • Strong verbal communication skills including diction, grammar and tone
  • Ability to effectively navigate multiple CRM systems
  • Demonstrates initiative and the ability to work independently
  • Ability to ask probing questions and correctly identify customer needs
  • Thrive in a fast-paced work environment
  • Upbeat, consultative demeanor, combined with a high energy level

We offer a comprehensive benefits package, free parking, and walking distance from the light rail.

Interested and qualified applicants please submit cover letter and resume to:  resumes@tccmaryland.com

Program Owner 
The Program Owner “owns” the pivotal role of developing and managing strategic client partnerships and the management of onsite supervisors ensuring SLA’s and KPI’s are met.

The successful candidate would be our clients’ subject matter expert on customer services and promote established ideas and business solutions to support our clients.  The Program Owner will be soley responsbile for all aspects and performance of the program.

Responsibilities

  • On-site and remote, direct client interaction including training, meetings, calibration calls, gatherings, workshops, and seminars
  • Develop thorough knowledge of client’s products and services
  • Analyse data to identify and forecast client trending in conjunction with management team
  • Create realistic and actionable items for client
  • Deliver business solution recommendations to client through effective use of internal data such as tasks and high level KPI reports
  • Create reference material to communicate product specials, promotions, changes, etc. for Customer Solutions Specialists
  • Develop client monthly recaps and quarterly business reviews
  • Participate in client monitoring sessions and call calibrations
  • Compile and deliver affiliate data for initial account set up and forecasting
  • Work within Operations to deliver what is required by the client
  • Demonstrate energy, empathy, and problem solving skills while delivering outstanding service to our clients

Requirements

  • Experience in a client management facing role- essential requirement
  • Experience in managing others –  essential requirement
  • Ability to motivate and lead team in an ever-changing business
  • Ability to work in a fast paced environment
  • Responsive with the ability to deliver results on time & in a professional manner
  • Strong interpersonal skills
  • Effective written and verbal communications skills
  • Able to handle confidential information
  • Self-motivated strategic thinker, who is able to react and adapt as per the clients circumstances
  • Upbeat and flexible demeanor, combined with a high energy level

We offer a comprehensive benefits package and free parking.   Light travel may be required between Hunt Valley and downtown Baltimore.

Interested and qualified applicants please submit cover letter and resume to:  resumes@tccmaryland.com