Customer Support Administrators will be responsible for servicing tickets received from frontline phone agents on a specific back office queue. The Administrator will be trained on a specific category of queue work and will handle and respond to the tickets forwarded into queue. The specific queue work categories include: Gift Card data entry, Order Research, Scorecard issues and Presale/Special order research. The Administrator will access systems and tools to research each ticket and reach out to cross functional business partners and vendors to get the information our customer is seeking related to their order or account. The Administrator will then communicate via email back to the customer with resolution or escalate the matter further if unresolved. The Administrator should also recognize trending contact drivers via the queue and reach out to superiors to address any re-occurring customer pain point and provide examples .
The Administrator should be comfortable managing multiple systems, be well organized and have multi-tasking ability. Strong grammar/spelling and written communication. Ability to work independently and research on their own using knowledge base resources and job aides. A desire to help and serve people by providing excellent customer service over written communication
Current Schedule needs:
2 Openings for 8-5pm Monday through Friday working on site full time
2 Openings for 8-5pm Sunday through Thursday full time working from home
1 Opening for 11-8pm Sunday through Thursday full time working from home
1 Opening for 8-5pm Tuesday through Saturday full time working from home
1 Opening for 11-8 Tuesday through Saturday full time working from home
About Staffmark
Staffmark is committed to providing equal employment opportunity for all persons regardless of race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, age, marital status, national origin, ancestry, citizenship status, pregnancy, medical condition, genetic information, mental and physical disability, political affiliation, union membership, status as a parent, military or veteran status or other non-merit based factors. We will provide reasonable accommodations throughout the application, interviewing and employment process. If you require a reasonable accommodation, contact us. Staffmark is an E-Verify employer. This policy is applicable to all phases of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment.
All employees are directed to familiarize themselves with this policy and to act in accordance with it. All decisions with respect to employment matters and other phases of employer-temporary employee relationships will be in keeping with this policy and in accordance with all applicable laws and regulations.