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Summary:
Tetra Tech is seeking a Customer Service Representative to assist clients, particularly disaster survivors, by providing scripted messages and resolving issues via phone, email, and chat. The role operates from 10:00 PM to 7:00 AM Eastern Time with one weekend shift required. Tetra Tech is a global provider of consulting and engineering services focused on sustainable solutions.
Responsibilities:
- Handle incoming/outgoing calls, emails, and chats professionally and courteously.
- Provide accurate information about services and company policies.
- Resolve customer inquiries, issues, concerns, or complaints in a timely and efficient manner.
- Escalate complex or unresolved issues to the appropriate department or supervisors.
- Follow up with customers to ensure their issues are fully resolved and they are satisfied with the service.
- Accurately document customer interactions and transactions in the Genesys software system.
- Maintain detailed and organized records of customer inquiries, comments, and complaints.
- Work closely with team members and other departments to ensure a seamless customer experience.
- Share any customer feedback and insights with management to improve processes and services.
- Attend and participate in team meetings or training sessions to stay updated on products and services.
- Stay informed on company policies and procedures, and industry trends.
- Suggest improvements to enhance customer service processes and procedures.
- Strive to meet and exceed performance metrics and targets.
Requirements:
- High School Diploma or equivalent. An associate’s/bachelor’s degree is a plus.
- Previous customer service experience is required.
- Experience in a call center environment is preferred.
- Strong organizational skills, time management skills, and ability to multitask.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficient in call center software and technology.
- Positive attitude and a passion for providing exceptional customer service.
- Dual language (English/Spanish) speakers strongly preferred.
Benefits:
- Tetra Tech provides a collaborative environment that supports individual performance, innovation, and creativity.
- Competitive compensation and benefits.
- Equal Opportunity Employer, inviting applicants from all backgrounds, including women, minorities, veterans, and persons with disabilities.
- VEVRAA federal contractor, requesting priority referral of veterans for available positions.
