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MARKETSOURCE Support Team Representative II in Georgia

90746BR

Support Team Representative II

Georgia

Job Description

Support Team Representative II

Job Summary

The Support Team Rep II 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

Essential Functions

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

  • Establishes relationships with program leadership and back office partners

  • Provide summaries of audit analysis to program leadership

  • Forecasts scheduling needs and ensures sufficient scheduling to meet client demands

  • Runs schedule compliance reports to and partners with field management to ensure event store coverage meets client and MarketSource targets

  • Manages the process for call report compliance ensuring they are submitted with timecards

  • Follows all scheduling processes for base and incremental/special events, business and operational processes, and standards

  • Utilizes PowerPoint, Excel \u0026amp; Word reports that summarize district/regional field performance

  • Serves as point of contact for field team members regarding scheduling and other operational elements

  • Executes outbound calls for the purposes of quality assurance checks and customer/program surveys

Minimum Education/ Experience

  • High School Diploma / GED

  • Prior customer service experience

  • Prior call center experience

Requisite Abilities and/or Skills

  • Strong verbal and written communication skills

  • Ability to conduct positive, professional conversations via telephone, email and online

  • Deductive reasoning skills

  • Ability to be self-motivated and able to work independently

  • Intermediate to Advanced 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

(Support Team Representative, Customer Service Rep, Customer Service Representative, Call Center Representative)

MarketSource is an Equal Opportunity Employer

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