Call Center Agent

About Us:

ST Engineering MRAS is a world-leading manufacturer of complex aerostructures including nacelle systems and specialized structural components of the airframe. It supplies and supports these products for engine makers, airplane manufacturers and aircraft operators. Located on Maryland's Chesapeake Bay near Baltimore, MRAS has a 1.4-million sq. ft. facility situated on 180 acres – where the company and its predecessors have designed, built, and equipped civil and military aircraft for over 95 years. In addition to MRAS' design, development and manufacturing capabilities, the company provides technical support, spares, and other services for its products. 

 

Who YOU are and what YOU can become:

As the Call Center Agent, you will support operations by providing Contact Center first level of support via ticketing, email and phone to internal and external aerospace customers in a timely manner, manage, maintain and prioritize help desk queues effectively to assign second level issues to the proper support team member and departments when appropriate. This may include technical or logistics requests and to identify, investigate, resolve, and follow-up on problems presented by internal and external customers regarding aviation issues.  

 

Who WE are and where WE are going:

At ST Engineering MRAS, our employees have amazing opportunities to work on advanced technologies and systems that support thousands of customers and millions of people worldwide every day.  From the first flight across the Pacific Ocean to developing highly complex structures for the most popular aircraft in the world, we have come a long way always with a can-do approach to problem solving while delighting customers with our high say-do ratio.  We are looking for people with innovative ideas and the drive to help us grow into the future.

 

A pioneer in the production and assembly of complex aerostructures including aircraft and rocket components, engine nacelle systems, thrust reversers and advanced composite products, we apply the latest digital technologies and automation in composite design and manufacturing that are second to none.  At ST Engineering MRAS, we are also rapidly augmenting our maintenance, repair and overhaul (MRO) capabilities leveraging the company’s expanded aircraft nacelle portfolio as well as it’s materials and processing expertise.

 

What YOU will do:

• Document, track and monitor technical issues to ensure timely resolution.

• Provide timely follow-up to client issues to ensure contractual timeframes and guidelines are met. 

• Use appropriate business systems to track and resolve customer issues.

• Communicates in a professional demeanor during all customer interactions to ensure high customer satisfaction standards are achieved.   

• Maintains current knowledge of relevant technology as assigned.

• Maintain working knowledge of company products, services, rates and processes. 

• Experience dealing a technical customer base.  

• Escalates unresolved and outstanding customer issues to the Contact Team Leader or Manager when appropriate.  

• Build strong customer relationships through regular client communication.   

• Access, navigate, obtain, and edit data in various systems, depending on product or affiliate.

 

Job Specific Competencies: 

• Customer Service - Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.
• Sense of Urgency - Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, and meets deadlines.
• Self-Development - Seeks out and accepts feedback, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up-to-date, turns mistakes into learning opportunities.
• Productivity - Manages a fair workload, vol