Description
Summit Marketing is a results oriented marketing agency that provides clients with expertise across a broad spectrum of marketing services. These disciplines are leveraged in consumer and corporate marketing programs throughout the U.S. Our people and process set us apart. We have over 350 highly skilled professionals across 6 offices in the U.S., bringing years of industry specific experience to client relationships across a wide range of product categories. We have an immediate opening in our Alexandria office for a Customer Support Associate
POSITION DESCRIPTION
This position provides direct support in monitoring and responding to customer inquiries regarding the U.S. Army Freedom Team Salute Commendation Program, Office of the Assistant Secretary of the Army, Manpower and Reserve Affairs (M&RA).
PRIMARY RESPONSIBILITIES
* Monitor, receive and process Customer Care inquiries received by customers of the U.S. Army Freedom Team Salute (FTS) program. Inquiries may be received via U.S. Postal Service (USPS), FTS electronic mailbox, or via telephone. Obtain from customer all necessary information to respond to inquiries, create responses and staff through Summit Marketing and military channels for approval, ensuring timely and accurate responses. Coordinate with Summit manager, Summit contract staff and military clients to resolve issues regarding their respective program lanes, which include for example Veteran Outreach, Soldier Outreach, an Ambassador Program, the FTS Website, Media Outreach and The Salute newsletter.
* Serve as receptionist to the Freedom Team Salute office. Serve as office POC for incoming and outgoing USPS mail and program shipments in support of FTS activities and events. (Estimated 5-10 percent of work week spent on receptionist tasks).
* Maintain excel documents of Customer Care, Special Requests, Commendations Produced In-House spreadsheets; for weekly reporting to the Summit Marketing Kansas City, MO office.
* Track data records, production and shipment of Commendations from Kansas City, MO office to ensure timely arrival in support of FTS ceremonies and events.
* Process incoming FTS Customer Care U.S. Postal Service mail inquiries received on a daily basis and distribute office mail to appropriate team members.
* Maintain and create hardcopy and electronic files of FTS Customer Care records.
* Resolve customer care situations by clarifying customer issues, determining the cause of the problem, selecting and explaining the best solution to solve the problem; expediting correction; following up to ensure resolution. Go the extra mile to provide excellent service.
* Support FTS Office Manager in FTS administrative requirements, to include processing approval documents and expense reports.
* Prepare FTS commendation packages as required by team members and special requests.
* Manage FTS on-site commendation package, ceremony product and program supply inventories and re-stock through coordination with U.S. Army and Summit support offices as necessary.
* Contribute to the FTS team and culture. Interact professionally at all times with Summit and military clients.
Job Requirement:
* Excellent Attendance & Dependable
* Flexibility
* Integrity - Honesty
* Motivated and Dedicated
* Detail Oriented
* Team Oriented
* Strong Work Ethic
* Positive, Polite & Approachable
* Continues Improvement Oriented
* Excellent oral and written communication skills
Other Responsibilities
Additional duties assigned by Manager; as needed.
WORKING CONDITIONS
This position's location is on-site with the U.S. Army Freedom Team Salute client. May be asked to assist with events held after working hours, on the weekends, and holidays.
Knowledge & Skill Requirements
* A minimum of 1-year customer service is required.
* Excellent communication skills
* Microsoft Suite Proficiency Required - Excel, PowerPoint, Word
We offer an excellent benefit package including medical, dental, vision, disability, life, 401k, paid time off and more.
No phone calls or faxes please. EOE
RESUMES WITHOUT SALARY REQUIREMENTS WILL NOT BE CONSIDERED.
