Customer Service Associate - MPCSG, Inc - Virginia Beach

Customer Service Associate

MPCSG, Inc Virginia Beach, VA

Our Company Group offers strategic advice to help you with the complex problems related to your global services. Through our practical consulting, original research and industry resources, we help you get the maximum value from your back- and middle-office services.

Our advisors — equipped with our function-specific research — possess the comprehensive knowledge in wide range of areas including IT Infrastructure, IT applications, Finance and Accounting, Human Resources, Procurement and Contact Center Services. They will complement your internal team’s focused experience and expertise with a broad view informed by our work with multiple projects in your functional area.

JOB SUMMARY:

This position acts as the primary point of contact for our internal and external customers providing information, problem solving and support for our mass transit consumers. This position handles customer feedback including but not limited to complaints, refunds and service requests received by various sources. This position will perform tasks that combine various forms of communication including data entry, written correspondence and response to customer inquiries via an inbound call center, to deliver the highest service standards, while promoting a positive image.

JOB SPECIFICATIONS:

Process and route customer complaints and maintain complaints database to ensure customer inquiries are answered in a timely manner. Must submit complaint updates and reports to appropriate General Manager or designee for investigation. Required to correspond with various locations to ensure compliance with complaint resolution using appropriate databases. Process customer refunds including but not limited to service requests, letters and fare disputes. Conduct research, assign appropriate categories, process and submit check request items for resolution. Maintains daily log of all items processed. Record information in related customer service databases. Processes out of state customers fare card exchanges. Maintain customer accounts and special inquiries; respond to service requests received via email. Determine appropriate action and provide prompt resolution. Address customer concerns via inbound telephone calls. Demonstrate exceptional computer skills and the ability to operate databases to enter and retrieve customer feedback, and other types of communications equipment, to relay incoming, outgoing or interoffice calls.

QUALIFICATIONS:

High school diploma required, college preferred. Must have a minimum 1 - 5 years previous Call Center or Customer Service experience. Must possess a thorough working knowledge of personal computer systems to develop and maintain business applications using standard software such as Microsoft Word and Excel. Must possess good critical thinking skills and ability to resolve problems in a timely manner. Must possess strong verbal and written communication skills. Ability to interact with customers and various levels of Authority personnel and maintain a suitable temperament, and the highest level of service. Must possess analytical skills to gather and interpret data in situations when problems are difficult or complex. Must possess exceptional organizational skills. Subject to background and credit investigations. Must be able to make various arithmetical computations and tabulations accurately. Must adhere to established productivity quotas and security policies and procedures.

HOURS:

Full-time

Our team will provide you a new level of insight to successfully address the rising pressure to delivery ROI quickly within the already challenging service delivery environment —whether that means optimization of your existing internal services, creation or transformation of your shared service center or global in-house center (GIC), outsourcing your services, or incorporating a blended or hybrid solution.