Description
Tetra Tech Inc. is currently seeking a Customer Service Representative to respond to incoming calls from clients and provide scripted messages to answer questions. Callers are often survivors of recent disasters who are seeking assistance from the various disaster recovery programs that Tetra Tech managers. The Call Center Representative provides respectful correspondence by phone, email, or text/chat messages to resolve the caller's issues efficiently and effectively. This position is for the hours of 1:00 p.m. to 10:00 p.m. Eastern Time. One weekend shift is required.
Job Title: Customer Service Representative
Project Name: Various Projects/Departments
Job Summary:
The Customer Service Representative is responsible for providing excellent customer support by addressing inquiries, resolving issues, and ensuring customer satisfaction. This role involves handling inbound and outbound calls, emails, and chats, as well as maintaining a positive relationship with customers. The ideal candidate will possess strong communication skills, problem-solving abilities, and a customer-centric attitude.
Key Responsibilities:
§ Customer Interaction:
o Handle incoming/outgoing calls, emails, and chats professionally and courteously.
o Provide accurate information about services and company policies.
§ Issue Resolution:
o Resolve customer inquiries, issues, concerns, or complaints in a timely and efficient manner.
o Escalate complex or unresolved issues to the appropriate department or supervisors.
o Follow up with customers to ensure their issues are fully resolved and they are satisfied with the service.
§ Documentation:
o Accurately document customer interactions and transactions in the Genesys software system.
o Maintain detailed and organized records of customer inquiries, comments, and complaints.
§ Team Collaboration:
o Work closely with team members and other departments to ensure a seamless customer experience.
o Share any customer feedback and insights with management to improve processes and services.
o Attend and participate in team meetings or training sessions to stay updated on products and services.
§ Continuous Improvement:
o Stay informed on company policies and procedures, and industry trends.
o Suggest improvements to enhance customer service processes and procedures.
o Strive to meet and exceed performance metrics and targets.
Qualifications:
§ Education:
o High School Diploma or equivalent. An associate's/bachelor's degree is a plus.
§ Experience:
o Previous customer service experience is required.
o Experience in a call center environment is preferred.
§ Skills:
o Strong organizational skills, time management skills, and ability to multitask.
o Excellent verbal and written communication skills.
o Strong problem-solving and conflict-resolution abilities.
o Proficient in call center software and technology.
o Positive attitude and a passion for providing exceptional customer service.
o Dual language (English/Spanish) speakers strongly preferred.
Work Environment:
§ This is a remote position with multiple points of coordination and oversight through Microsoft Teams chats, meetings, and performance tracking.
§ Flexible working hours may be required, including evenings and weekends.
o Call center operations range from:
§ Monday Through Friday 1:00 PM to 10:00 PM Eastern Time
§ Saturday and Sunday 1:00 PM to 10:00 PM Eastern Time
§ Varying 8-hour shifts/40 hours per week.
o Availability of at least one weekend shift is required.
***This job description outlines the primary responsibilities and qualifications for the Customer Service Representative position. It may be subject to change based on the company's needs and priorities. ***
About Tetra Tech:
Tetra Tech is a leading provider of high-end consulting and engineering services for projects worldwide. We combine the resources of a global, multibillion-dollar company with local, client-focused delivery in more than 400 locations around the world. We are Leading with Science® to provide sustainable and resilient solutions for our clients.
At Tetra Tech, we provide a collaborative environment that supports individual performance, innovation, and creativity. We are proud to offer competitive compensation and benefits. Learn more by visiting http://www.tetratech.com/en/benefits.
For more information on our company, please visit our website at www.tetratech.com. To apply, please submit your resume and cover letter on the Careers portion of our website at www.tetratech.com/careers.
We thank all applicants for their interest; however, only those selected for an interview will be contacted. Tetra Tech is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. We invite resumes from all interested parties including women, minorities, veterans, and persons with disabilities.
Tetra Tech is a VEVRAA federal contractor, and we request priority referral of veterans for available positions.
EOE AA M/F/Vet/Disability - No calls or agencies
Additional Information- Organization: 105 TDR
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