Contact Center Quality Analyst, Sr. jobs in Fort Worth, TX

¿Desea trabajar para un fabricante líder a nivel mundial, que se esfuerza por construir un futuro mejor a través de la sostenibilidad e innovación? ¿Está buscando un nuevo desafío en un sector estable y de rápido crecimiento? Únase a nosotros y desarrolle su carrera profesional ayudándonos a construir el futuro.

Somos un líder mundial en productos sostenibles, con más de 21 000 miembros del equipo en todo el mundo. Desde latas, tapas y botellas para aerosoles de aluminio infinitamente reciclables hasta soluciones aeroespaciales que permiten a nuestros clientes tener un entendimiento más profundo de nuestro planeta y universo. Producimos todas estas increíbles cosas con un único propósito: crear una comunidad mejor, una sociedad mejor, en definitiva, un mundo mejor.

Además, todos nosotros estamos firmemente comprometidos con la diversidad e inclusión, dos valores que son la base de nuestra cultura de pertenencia. En Ball, todos somos siempre ganadores y marcamos la diferencia haciendo lo que amamos.

Lideramos con la mente y el corazón y combinamos un pensamiento innovador con un espíritu de resiliencia que nos impulsa constantemente en la incansable búsqueda de nuevas formas para crear una vida y un mundo mejores. Esta filosofía está siempre presente, ya sea que estemos desarrollando un embalaje infinitamente reciclable o innovaciones aeroespaciales. Porque lo que creamos puede cambiar, pero siempre marcaremos la diferencia.

Work Schedule: Saturday and Sunday. 8 am to 5 pm

Primary Purpose Of Position

The GBS Contact Center Analyst role is critical to the delivery of timely and quality services and products to Ball customers. The Contact Center Analyst will be the first line of contact to internal Ball stakeholders and Ball external customers during North Central America and Europe, Middle East, Africa “after hours” windows, fielding queries regarding order issues, logistics status and other operational escalations. The Contact Center Analyst will be required to only provide a high standard of customer service but will also need to resolve complex operational issues in a fast-paced environment.

Essential Functions

• Serves customers by providing product and service information and resolving product and service problems.
• Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Collaborate with other functional and technical teams on business needs and information as required as part of issue resolution.
• Maintains a positive, empathetic, and professional attitude toward internal and external contacts at all times.
• Responds promptly to customer inquiries (internal and external).
• Communicates with customers through various channels.
• Acknowledges and resolves customer complaints.
• Processes orders, forms, applications, and requests.
• Keeps records of customer interactions, transactions, comments, and complaints.
• Communicates and coordinates with colleagues as necessary.
• Provides feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.

Knowledge/Skills/Abilities

Position Requirements:

• Bachelor’s degree required
• Job related experience for 3 years minimum
• Proven ability to work with cross functional teams in a matrixed organization.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Experience working with customer support.
• Strong attention to detail and high quality of work output
• Ability to effectively prioritize and execute tasks while under pressure
• Must be able to handle sensitive related and proprietary information in a confidential manner
• Must follow company policies, procedures, practices, and standards of conduct as outlined in the Ball Corporation manuals
• Must maintain professional competence, ethical integrity, knowledge, and skills

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