Associate, NCDR Business Support

Jobtailor; Washington (District of Columbia); On-site; USD 42,000 - 65,000; Full time

Job summary

Jobtailor in Washington, DC seeks a customer service professional to support high-volume inbound and outbound calls and emails for our web-based software products.

You will diagnose and resolve a wide range of issues, manage user configurations, and coordinate with cross-functional teams to drive improvements. Strong communication, typing speed, and CRM experience are required.

Qualifications

• High school diploma plus 3 years relevant experience or bachelor’s degree plus 1 year relevant experience.
• Experience in a fast-paced customer service-focused role, preferably in a complex contact center (inbound/outbound).
• Experience with Salesforce or similar CRM tool preferred.
• Experience supporting web-based applications (Tier I/II) is ideal.
• Able to work effectively with entry-level through executive-level customers and staff.
• Strong written and verbal communication and interpersonal skills.
• Proficient in Microsoft Office and PC usage.
• Aptitude to learn new technologies and strong decision-making skills.
• Willingness to travel up to once a year for conferences.

Responsibilities

• Handle high-volume inbound and outbound calls and emails in a fast-paced setting.
• Diagnose and resolve a wide range of issues for multiple products/programs; triage when necessary.
• Support site navigation, data entry/submission, and enhancement requests for our web-based software.
• Administer user accounts and configurations.
• Manage JIRA tickets for the team.
• Lead process improvements and assist with new product launches.
• Escalate issues to internal/external clients as needed.
• Perform quality checks to identify trends and training opportunities.

Skills

Customer service

Communication skills

Teamwork

Typing 45 WPM

Problem-solving

MS Office

Education

High school diploma or Bachelor's degree

Tools

Salesforce

Dialpad

Sharepoint

JIRA

Job description

Responsibilities

• This high call volume contact center is responsible for both inbound/outbound calls and emails, as well as other communication channels, in a fast-paced environment, supporting both internal and external customers.
• Diagnose and resolve a wide variety of technical and non-technical issues for several products/programs, triaging to other business units only when absolutely necessary.
• Primary participant requests pertain to site navigation, software bugs, data entry/submission, and enhancement requests for our web-based proprietary software.
• Account/user configuration and administration.
• Manage JIRA ticketing system for the team.
• Lead business-critical tasks and projects, such as User Acceptance Testing, process improvements and new product/program launches.
• Escalation point-of-contact for internal/external clients.
• Administer random quality checks to identify trends with products, programs and training opportunities.
• Utilize various call center technologies, such as Dialpad (ACD), Salesforce (CRM tool), Personify (AMS system), Sharepoint and other in-house customer website interfaces/functionalities.
• Consult and collaborate with representatives from a wide variety of functional areas.
• Triage of clinical-based inquiries.
• Performs other duties as assigned, such as limited Account Management.

Requirements

• High school diploma plus minimum 3 years relevant experience or bachelor’s degree plus minimum 1 year relevant experience
• Experience working in a fast-paced, customer service-oriented position, notably in a complex contact center (inbound/outbound) is highly preferred.
• Experience with Salesforce or equivalent Customer Relationship Management (CRM) tool preferred.
• Experience supporting web-based applications, (Tier I/II) is ideal.
• Ability to work effectively with entry-level through executive-level customers and staff.
• Work effectively in a team-oriented environment, yet capable of working/thinking independently as well.
• Strong initiative, resourcefulness, and a passion for providing superior service with a proven customer service track record.
• Strong Microsoft Office and PC knowledge.
• Excellent written/oral communication and interpersonal skills.
• Aptitude to learn new technologies.
• Strong decision-making skills.
• Positive attitude.
• Type a minimum of 45 WPM.
• May travel once a year to various cities for our annual conference.