Contact Coordinators

Insight Global - Canton, MA

Full-time

Canton, MA

Administrative and Support Services

About the position

The position involves providing support to franchisees and crew members by addressing technical issues through phone and email communications. The role requires active listening, accurate categorization of inquiries, and effective multitasking to ensure timely and accurate responses. The candidate will also be responsible for maintaining data integrity and identifying trends to communicate to management for proactive resolution.

Responsibilities

• Answer franchisee and crew contacts, resolving technical issues via phone and email.
• Actively listen and acknowledge inquiries, accurately categorizing contact reasons and experiences.
• Keep up to date on email communications.
• Multitask using multiple databases to research and respond to inquiries accurately.
• Ensure data/report integrity by understanding the use of tools and business information needs.
• Identify, communicate, and escalate contact trends to management for proactive response.

Requirements

• 1-2 years of similar experience (call center, help desk, admin assistant).
• Customer-facing experience is imperative.
• Ability to work on-site in Canton, Massachusetts.
• Demonstrated ability to troubleshoot and problem-solve.
• Ability to listen, talk, and type simultaneously.