The Support Team Rep I is a non-exempt that maintains administrative tasks for various retail programs at MarketSource. This role is designed to be the first line of operational support for MarketSource.


Primary responsibilities include:
•    Processes scheduling and time management activities for field employees
•    Ensures any client and/or customer concerns are solved effectively and promptly
•    Executes quality assurance checks specifically regarding field employee attendance in store, utilizing various communication methods.  
•    Assess data to identify schedule gaps and potential staffing number concerns
•    Places outbound calls for surveys and quality assurance checks.
•    Maintains and ensures data integrity in all MarketSource and client systems with regard to verification audits
•    Shares best practices with other team members for continuous improvement purposes in order to drive operational success and client satisfaction
•    Performs basic call discovery to pre-qualify and determine where to distribute callers/opportunities (internal or external)
•    Efficiently and effectively handles heavy inbound call volume 
•    Provides excellent customer service

Minimum Education/ Experience:
•    High School Diploma / GED
•    Prior customer service experience
•    Prior call center experience preferred

Requisite Abilities and/or Skills:
•    Strong verbal and written communication skills
•    Ability to conduct positive, professional conversations via telephone, email and online
•    Ability to be self-motivated and able to work independently
•    Intermediate Microsoft Office knowledge (Excel, PowerPoint, Outlook)  
•    Ability to maintain integrity and security of computer systems and data
•    Ability to professionally handle access to, and protection of, privileged information 
•    Highly organized, capable of managing multiple tasks with strong organization skills
•    Proficient and accurate typing skills