Vacancies
- Operational Support Specialist – Evening Shift
- Customer Solution Specialists
- Program Owner
Operational Support Specialist – Evening Shift
The primary function of a TCC Operational Support Specialist (OSS) is to provide operational support for all Customer Solution Specialist (CSS) on the call center production floor. The OSS will communicate directly with specialists to ensure business objectives are met. Most importantly, the OSS will make sure teams are functioning at optimal levels.
Work Schedule: 5 pm – 11 pm weekday; 11:30 – 8 pm Saturday rotation; total 5 days per week; one day off during the week when on Saturday rotation.
Primary Responsibilities
- Provide operational support for all Customer Solution Specialist (CSS) on the call center production floor
- Assist employees in handling complex customer inquiries
- Successfully resolve complex customer inquiries/escalation calls
- Monitor and make changes to the Workforce Management System (including but not limited to skilling and break schedules)
- Actively monitor real time schedule adherence and call metrics such as long work and talk times
- Raises agent adherence concerns with agent and their supervisor
- Escalate CSS performance and/or adherence concerns to management
- Perform end of shift system activities such as closing control groups
- Assists with operations in times of excess call or correspondence volume by taking calls and working correspondence
Requirements
- Minimum 2 years related experience as Customer Service Lead or Supervisor
- Excellent written and verbal communication skills
- Experience in Workforce Management Systems for scheduling/tracking
- Ability to effectively navigate multiple CRM systems
- Works collaboratively on teams
- Ability to thrive in a fast-paced environment and demonstrate a willingness to shift easily between various responsibilities.
- Upbeat, consultative demeanor, combined with a high energy level
We offer a comprehensive benefits package and free parking.
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.
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.