Customer Account Manager (Hybrid)
Onsite
Vergennes, VT, United States
Vergennes, VT, United States
Full Time Posted 11 days ago
Job Type
Full Time
Job Details
Date Posted:2024-04-22 Country:United States of America Location:HVT01: S&IS (FUS) - Vergennes 100 Panton Rd, Vergennes, VT, 05491 USA Position Role Type:Hybrid Role Overview: We are currently searching for established professionals in Customer Service, who work under general supervision in responding to customer calls. Resolves moderately complex inquiries, collects and analyzes customer data to determine customer trends, and makes recommendations to update procedures to improve Customer Service processes. Escalates complex issues to management. This role is a Hybrid position. Primary Responsibilities:
- Confers with customers who contact the organization by telephone or electronically, provides information about organization products or services, discusses customer accounts, and obtains and addresses customer complaints
- Uses organization and product knowledge to address more difficult inquiries and provide follow up
- Develops documentation used to solve difficult customer issues/requests/complaints. Directs queries to appropriate department or personnel, as needed
- Researches published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customers' satisfactions are met
- Collects and consolidates information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services
- Confers with production, program managers, shipping, warehouse, or other personnel to expedite or trace shipments
- May promote various products/services to ensure business targets are met
- May provide after-sales support for various client contracts
- Performs duties related to overall customer service
- Provides support to value stream team with regard to customer concerns
- Coordinates with sales reps to identify inside sales opportunities
- Serves as customer interface on product status and delivery
- Maintains knowledge of Collins Aerospace organization and products to provide the appropriate information and support to customers
- Consistently documents customer service needs to identify patterns and maintain quality
- Typically requires a University Degree and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience or in absence of a degree, 9 years of relevant Customer Service experience
- U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract
- Intermediate to Advance Microsoft Office experience
- Intermediate to Advance oral and written communication skills
- Strong sense of urgency and ability to pick up on material quickly
- Ability to work independently and problem solve
- Organized and able to prioritize multiple assignments running concurrently for timely, high-quality results
- SAP experience is highly preferred
- Medical, dental, and vision insurance
- Three weeks of vacation for newly hired employees
- Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
- Tuition reimbursement
- Life insurance and disability coverage
- Optional coverages you can buy: Pet Insurance, Home and Auto, additional life insurance, accident insurance, critical illness insurance, group legal
- Ovia Health, fertility and family planning
- Employee Assistance Plan, including up to 5 free counseling sessions
- Redbrick - Incentives for a Healthy You
- Autism Benefit
- Doctor on Demand, virtual doctor visits
- Adoption Assistance
- Best Doctors, second opinion program
- And more!
Learn more about Collins Aerospace
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