Responsibilities:

• Answer and evaluate incoming telephone calls, voice mail, email, faxes and internal requests from external and internal customers with distributor data related inquiries while providing excellent customer service.
• Accurately log incoming calls and archive faxes, emails, and other documentation relating to communications with customers using the Contact Management System.
• Research, resolve, and provide follow-up for basic and routine problems with customer data submissions.  Escalate more complex problems to a Customer Support Representative II or Senior Customer Support Representative.  Notifies Supervisor when an incident or situation may require escalation to a higher level.
• Perform data file edits to correct errors within established guidelines
• Respond to inquiries and resolve issues regarding brand and store matching misalignments
• Attend ongoing training to achieve personal, professional, and technical improvement

Required Skills:

• Associate’s degree in Business Administration, Communications or related field, or equivalent experience.  Languages are highly desired, in particular, French and Spanish
• Customer service oriented with ability to maintain good relationships with distributors and clients
• Attention to detail and ability to maintain detailed records of all inbound/outbound communications
• Novice ability to diagnose and solve problems in cooperation with other CSR and CSR II
• Ability to understand the basics of the data factory
• Ability to remain calm in stressful situations
• Takes full ownership and accountability for their work
• Knowledge of Windows operating system and basic knowledge of MS Office applications
• Good communication skills, both written and oral to be able to resolve issues in a prompt and helpful manner
• Organizational, problem solving, and time management skills
• Basic understanding of information technology systems and processes
• Ability to multi-task
• Must be able to work in a fast paced, noisy environment and cope with frequent interruptions
• Occasional overtime will be required
• Hybrid in-office and remote work.  Candidates must currently live in the Pittsburgh, PA region due to in-office work

About Management Science Associates, Inc.

Connections working at Management Science Associates, Inc.