Job Title: Call Center Associate
Job Description

We are seeking a dedicated Call Center Associate to provide operational support for our aerospace customers. This role involves timely ticketing, email, and phone support to address customer inquiries and technical issues. The ideal candidate will have a strong background in customer service and CRM systems, with a commitment to maintaining high customer satisfaction standards.

ResponsibilitiesProvide 12/7/365 operational support via ticketing, email, and phone to internal and external aerospace customers.Provide aircraft on ground (AOG) coverage.Monitor phone lines and direct customer inquiries to the appropriate teams or departments.Manage, maintain, and prioritize help desk cases effectively.Assign second-level issues to the proper support team member and departments.Document, track, and monitor technical issues to ensure timely resolution.Follow up with clients to ensure issues are resolved within contractual timeframes.Use appropriate business systems to track and resolve customer issues.Communicate professionally during all customer interactions to ensure high customer satisfaction.Maintain current knowledge of relevant technology.Maintain working knowledge of company products, services, rates, and processes.Support call center training in partnership with the Call Center Supervisor.Act as backup to the Call Center Supervisor for business, administrative, and personnel issues.Handle various business projects as assigned by leadership.Escalate unresolved customer issues to the Contact Team Leader or Manager when appropriate.Perform add, modify, or delete user profiles and accounts at a higher level.Build strong customer relationships through regular client communication.Essential Skills10 years of customer service experience in a B2C environmentExperience with CRM systems, particularly SalesforceExperience dealing with a technical customer baseAdditional Skills & QualificationsExperience in the aerospace or aviation industryStrong data entry and order entry skillsWork Environment

The work schedule includes shifts from Monday to Sunday with varying hours: Monday off, Tuesday to Thursday 8:30 AM - 5:30 PM, Friday 2 PM - 7 PM, Saturday 7 AM - 7 PM, and Sunday off. The total work week is 40 hours.

Pay and Benefits

The pay range for this position is $30.00 - $30.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Baltimore,MD.

Application Deadline

This position is anticipated to close on Feb 21, 2025.

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\n \n About Aston Carter:\n

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

\n Diversity, Equity & Inclusion\n

At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

\n Hiring diverse talent\n Maintaining an inclusive environment through persistent self-reflection\n Building a culture of care, engagement, and recognition with clear outcomes\n Ensuring growth opportunities for our people\n

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

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