Call Center Agent

• 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.  

• Build strong customer relationships through regular client communication.   

Job Specific Competencies: 

• 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 tough assignments to improve skills, keeps knowledge and skills up-to-date, turns mistakes into learning opportunities.
• Productivity - Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
• 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.

• Associate Degree required. 3-4 years of college preferred.

• 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. 

• Five or more years’ experience in a contact center or help desk environment highly preferred.  

• Aviation background preferred.  
  

• This position involves access to export-controlled technology which requires U.S. Person status or government authorization. A ‘U.S. Person,’ as defined by 22 C.F.R. §120.62, includes U.S. citizens, U.S. nationals, individuals lawfully admitted for permanent residence (green card holders), and individuals granted asylum or refugee status in the United States. To be considered for this position, you must either be a U.S. Person or fall within a legally recognized export control exception or authorization. If hired, you will be required to provide valid proof of such status. 

At ST Engineering, we offer great rewards, competitive pay, career advancement and growth opportunities.

Estimate salary range for this role: $25.14 to $36.49 per hour. ST Engineering considers several factors with extending job offers, including but not limited to candidates’ key skills, relevant work experience, education/training/certification, job level, and work location. Base salary is only one component of our competitive Total Rewards package.

ST Engineering - MRAS Benefits:

As a full-time employee of ST Engineering- MRAS, you are eligible for our benefits package including:

• Medical, Dental, and Vision coverage starting from start date
• Health Flexible Spending Accounts
• Free Onsite Gym with weekly fitness classes  
• Immediate 401k vesting
• Educational Assistance
• Life Insurance
• Paid Time off (Permissive for exempt staff)

Employment Notice: Background and Drug Screening Requirements

As part of our commitment to maintaining a safe and secure workplace, successful completion of a background check and drug screening is a mandatory condition for employment. All offers of employment are contingent upon satisfactory results from these screenings.