Description : About Us :

About Us :

Middle River Aerostructure Systems is a world-leading manufacturer of thrust reversers (the braking system on a jet engine), engine nacelle components and specialized aerostructures.

It supplies and supports these products for engine makers, airplane manufacturers and aircraft operators. Located on Maryland's Chesapeake Bay near Baltimore, MRAS has a 1.

7-million sq. ft. facility situated on 180 acres where the company and its predecessors have designed, built and equipped civil and military aircraft for over 90 years.

In 2019, MRAS was acquired by ST Engineering North America, the U.S. affiliate of Singapore-based ST Engineering becoming a part of its global network of aerospace facilities and offices.

With the ownership change, the company was renamed Middle River Aerostructure Systems.

Responsibilities :

• 12 / 7 / 365 Operational Support provided by Contact Center Tier 1 support via ticketing, email and 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 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 member 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.

Requirements :

• 5 or more years of contact center or help desk experience in a technical / help desk environment.
• Ability to work independently.
• Excellent PC skills, experience using MS Office, MS Outlook and Excel
• Must be able to work on weekends and 2nd shift as needed.

Preferred Qualifications :

Experience in Aerospace / Airline operations.

Acceptable candidates must provide one of the following certifications :

• 2-yr technical / associate degree
• Preference given for mechanical / aerospace related study.

MRAS is an equal opportunity employer and service provider and does not discriminate on the basis of race, age, religion, gender, gender identity, national origin, citizenship status, sexual orientation, disability, political affiliation or belief, or any other protected class.

We are committed to the principles of Equal Opportunity Employment and are dedicated to making employment decisions based on merit and value.

PM19

PI222147469

Summary

The Call Center Operator answers multi-line phone system and accurately and professionally directs and assists callers, schedules appointments and takes accurate and thorough messages for the appropriate provider following office protocols.

Requirements

EDUCATION AND WORK EXPERIENCE

• Education and Work Experience :
• One year of medical office experience preferred. Previous experience in a call center preferred.

SPECIFIC REQUIREMENTS

• Knowledge, Skills and Abilities : Microsoft Word, Power Point, ExcelMicrosoft OutlookMeditech (if applicable to position)Epic (if applicable to position)Performance Manager / NetLearning
• Computer proficiency and technical aptitude with the ability to utilize one or more of the following :
• Must be able to read, write, and speak the English language in an understandable manner.
• Must be able to work independently and possess the ability to make independent decisions when circumstances warrant such action.
• Must possess the ability to effectively communicate and deal tactfully with other personnel, visitors, patients, physicians, customers, and the general public.
• Must be flexible, have personal integrity, and the ability to function effectively as a team with other employees.
• Must be able to follow written and oral instructions.
• Other Requirements :
• Knowledge of medical terminology preferred.

Hybrid Call Center Associate

Hybrid near Middle River, MD

Description :

Our Client is in need of a supplier to fill a Contact Call Center Associate at their facility in Baltimore, MD. The candidate will perform the following functions :

Customer Service - Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.

Sense of Urgency - Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, and meets deadlines.

Self-Development - Seeks out and accepts feedback, is a proactive learner, takes on assignments to improve skills, keeps knowledge and skills up-to-date, turns mistakes into learning opportunities.

Quality - Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns / acts on quality problems.

DELIVERABLES

Supports operation by providing Contact Center first level of support via ticketing, chat, email and phone to internal and external aerospace customers in a timely manner

Manage, maintain and prioritize help desk queues effectively to assign second level issues to the proper support team member and departments when appropriate.

This may include technical or logistics requests.

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.

Escalates unresolved and outstanding customer issues to the Contact Team Leader or Manager when appropriate.

Maintain working knowledge of company products, services, rates and processes.

Build strong customer relationships through regular client communication.

Access, navigate, obtain and edit data in various systems, depending on product or affiliate

Skills :

Customer service, Call center, Email, Data entry, inbound call, outlook, Help desk support, Help desk, Troubleshooting

Top Skills Details :

Customer service,Call center,Email,Data entry

Additional Skills & Qualifications :

7 or more years experience in a contact center or help desk environment highly desirable.

Excellent PC skills, experience using MS Office suite, MS Outlook and Excel.

Flexible in work hours scheduling as business needs require including some weekends and / or evenings.

Prefer experience using system software such as Salesforce.com, IFS, SAP, Oracle, etc.

This role requires intermediate computer literacy skills, at least a High School Diploma / GED, and some warehouse experience.

Work schedule will be :

All candidates must be US Citizens

About Aston Carter :

Please Note : Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.

At Aston Carter, were dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions from recruiting, sales and delivery to corporate roles.

As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America.

Spanning four continents and more than 200 offices, we extend our clients capabilities by seeking solvers and delivering solutions to address todays workforce challenges.

For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.

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

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 call 888-237-6835 or email astoncarteraccommodation@astoncarter.

com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting.

The Recruiter is the sole point of contact for questions about this position.

OVERVIEW

In this position, you will provide call center customer service support. We are looking for customer-oriented, self-driven, energetic people who are hungry for an excellent entry-level opportunity to get their foot in the door to learn and grow with a fast-growing, global organization! PERKS :

• Comprehensive Healthcare Benefits
• Paid Time Off
• 12 Paid Holidays
• Generous Employee Referral Program
• Opportunities for Career Growth
• Free Employee Assistance Program
• No Evening Shifts
• No Selling and No Cold Calling
• Vacation

RESPONSIBILITIES :

• Assist candidates (via phone calls, emails, and scanned applications) with the certification / testing process from registration to test delivery.
• Answer calls within management standards, consistently deliver quality call handling and meet established metric goals.

QUALIFICATION REQUIREMENTS : EDUCATION :

High school diploma or equivalent

EXPERIENCE :

1 year of customer service experience (call center, retail, restaurant, etc.)

SKILLS :

• Ability to multitask in a fast-paced environment
• Basic to Intermediate computer software skills (Word, Excel, Outlook)
• Excellent verbal and written communication skills
• Ability to empathize
• Exhibit professionalism during all interactions with internal and external stakeholders
• Must complete full three weeks of training with no absences

WORK SCHEDULE

• Two Shifts Mon - Fri (8 AM 5 PM OR 9 AM 6 PM)

PHYSICAL JOB REQUIREMENTS :

• Ability to sit for extended periods of time

We have an outstanding Contract position for a Contact Call Center Associate to join a leading Company located in the Baltimore, MD surrounding area.

US Citizenship is required. We are seeking a supplier to fill a Contact Call Center Associate at our facility in Baltimore, MD.

• Responsibilities : Customer Service - Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, is always available for customers, follows procedures to solve customer problems, understands company products and services, and maintains a pleasant and professional imageSense of Urgency - Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, and meets deadlinesSelf-Development - Seeks out and accepts feedback, is a proactive learner, takes on assignments to improve skills, keeps knowledge and skills up to date, and turns mistakes into learning opportunitiesProductivity - Manages a fair workload, prioritizes tasks, develops good work procedures, manages time well, and handles information flowQuality - Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds the root cause of quality problems, owns / acts on quality problemsSupports business operations by providing Contact Center's first level of support via ticketing, email, and phone to internal and external aerospace customers in a timely mannerManage, maintain, and prioritize help desk queues effectively to assign second level issues to the proper support team member and departments when appropriate;
• this may include technical or logistics requestsIdentify, investigate, resolve, and follow-up on problems presented by internal and external customers regarding aviation issuesComplete various assignments centered around billing, system maintenance, and account auditingDocument, track and monitor technical issues to ensure timely resolutionProvide timely follow-up to client issues to ensure contractual timeframes and guidelines are metUse appropriate business systems to track and resolve customer issuesCommunicates professionally during all customer interactions to ensure high customer satisfaction standards are achievedMaintain current knowledge of relevant technology as assignedMaintain working knowledge of company products, services, rates, and processesExperience with the technical customer baseEscalate unresolved and outstanding customer issues to the Contact Team Leader or Manager when appropriateAdd / modify / delete user profiles and accountsBuild strong customer relationships through regular client communicationAccess, navigate, obtain, and edit data in various systems, depending on product or affiliateBasic Hiring Criteria : Associate Degree required;
• 3-4 years of college preferredMinimum five (5) or more years of experience in a contact center or help desk environment is highly desirableDesired Qualifications : Aviation background preferredExcellent PC skills and experience using MS Office suite, MS Outlook, and ExcelFlexible in work hours to meet business needs;

Will require working some weekends and / or eveningsPrefer experience using system software such as , IFS, SAP, Oracle, etcTAD PGS, Inc.

is a Global Fortune 500 company with worldwide revenue of over $27 billion and more than 50 decades of government contracting experience.

We specialize in supporting , we have access to over 2.5 million active candidates supporting hundreds of locations across North America.