ITA Group, Inc.

Customer Support

• Handle inbound and outbound calls, emails, and/or chats from program participants of multiple clients regarding participant questions, challenges, and service needs ensuring all customer inquiries are handled efficiently and effectively.
• Answer all participant inquiries in a friendly and welcoming manner.
• Offer feedback to manager for improving customer satisfaction.
• Successfully complete and maintain all level 1 training objectives and performance goals.
• Use active listening skills and questioning techniques to support effective communication.
• Take ownership of every participant interaction, ensuring proper follow up is given and participant satisfaction is attained when it is necessary to assign a task to other ITA Group personnel.
• Document inbound/outbound inquiries on appropriate software systems and participant records when applicable in a timely and accurate manner.
• Utilize available resources to research participant requests, inquiries and problems.
• Interact with other ITA Group departments to investigate issues before obtaining management involvement.
• May assist in the implementation of new incentive, recognition, and travel (or miscellaneous programs) by thoroughly reviewing the CRM platform and recommending appropriate changes.
• Work with the Manager and QA Analyst to ensure recommended and approved changes are implemented.
• Spend idle time between inquiries working productively by performing other tasks assigned by the Manager, or researching industry information on the performance marketing industry and travel destinations that will improve department knowledge and skill level.
• Understand the impact of attitude in handling inquiries professionally.
• Be proactive within the working environment and work with the manager/team to ensure the workplace is conducive to positive moral, individual style, quality, creativity, and teamwork.
• Strive to become recognized as an expert in your role by consistently improving position knowledge.

Customer Care Specialist