We have an outstanding Contract position for aSenior Call Center Associateto join a leading Company located in theBaltimore, MD surrounding area. Job Responsibilities: + Support via ticketing, email, and phone to internal and external aerospace customers in a timely manner . + Provides aircraft on-ground (AOG) coverage. + Process customer requests for assignment to applicable subject matter experts. + Coordinate with Production Control for AOG parts orders. + Monitor phone lines and direct customer inquiries to the appropriate teams/departments. + Manage, maintain, and prioritize help desk cases effectively to assign second-level issues to the proper support team members and departments when appropriate. This may include technical or logistics requests. + Complete various assignments centered around billing, system maintenance and account auditing. + Document, track and monitor technical issues to ensure timely resolution. + Provide timely follow-up to client issues to ensure contractual timeframes and guidelines are met . + Use appropriate business systems to track and resolve customer issues. + Communicates in a professional demeanor during all customer interactions to ensure high customer satisfaction standards are achieved . + Maintains current knowledge of relevant technology as assigned. + Maintain working knowledge of company products, services, rates, and processes. + Experience dealing a technical customer base. + Escalates unresolved and outstanding customer issues to the Contact Team Leader or Manager when appropriate. + Perform add/modify/delete of user-profiles and accounts. This should only be handled at a higher level. + Build strong customer relationships through regular client communication. Basic Hiring Criteria: + Min 7 years of contact center or help desk experience in a technical/help desk environment. + Progressive leadership experience in call center or help desk environment is highly desirable. + Excellent written and verbal communication skills. + Ability to work independently. + Excellent PC skills, experience using MS Office, MS Outlook and Excel. + Experience in Aerospace/Airline operations. + Must be able to work on weekends and 2nd shift as needed. Desired Qualifications: + 2-yr technical/associate degree. + Preference is given for mechanical/aerospace-related study . VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled To read our Candidate Privacy Information Statement, which explains how we will use your information, please visithttp://www.tadpgs.com/candidate-privacy/orhttps://pdsdefense.com/candidate-privacy/