Support Team Representative

MarketSource - Alpharetta, GA

Full-time

Alpharetta, GA

Professional, Scientific, and Technical Services

About the position

The Support Team Representative I is a non-exempt role focused on maintaining administrative tasks for various retail programs at MarketSource. This position serves as the first line of operational support, ensuring effective communication and problem resolution for client and customer concerns while managing scheduling and data integrity.

Responsibilities

• 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
• Assesses 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

Requirements

• High School Diploma / GED
• Prior customer service experience
• Prior call center experience preferred
• 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