Customer Care Resolution Associate

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🦀 Maryland – Remote

🦀 Maryland – Remote

💵 $18 - $19 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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TP ICAP

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💸 Finance

🛍️ eCommerce

Finance • eCommerce

TP ICAP is the world’s largest inter-dealer broker and energy & commodities broker, as well as a leading provider of over-the-counter (OTC) pricing data. With a presence in 28 countries and a workforce of 5,200 employees, including 2,600 brokers, TP ICAP connects clients to global financial and commodities markets. The firm focuses on enhancing price discovery, liquidity, and data distribution through innovative solutions. They serve a clientele that includes top-tier investment banks and financial institutions, offering access to superior liquidity and data solutions across various asset classes including Rates, FX, Credit Equities, Energy, Renewables, and Digital Assets. TP ICAP is home to several premium brands such as Tullett Prebon, ICAP, Liquidnet, Parameta Solutions, and PVM.

📋 Description

• Provide exceptional customer service to our clients and internal customers including our sales team of Design Consultants and Installers • Field and answer questions related to product specifications, warranty, installation, parts & repairs • Place orders, track shipments and relay progress regularly to vested parties • Document all inbound inquiries via case creation, including detailed notes on the root cause and most likely path or paths forward • Manage a high volume of open cases and provide timely, consistent and accurate updates on progress and ultimate resolution • Contribute to organizational success by leveraging all tools and resources to provide prompt resolution to customer issues or concerns • Deliver consistent results in key performance areas including schedule adherence, average handle time and resolution time • Share feedback and ideas on ways to improve the overall client experience

🎯 Requirements

• Experienced in a Customer Service role, preferably in a call center environment • Talented multi-tasker, able to identify and execute resolution on a variety of customer service issues in a timely manner • Passionate service provider committed to providing a superior client experience by demonstrating patience, empathy, compassion, and sincerity in both tone and words • Self-starter with exceptional time management skills, who consistently meets established productivity, schedule adherence, call monitoring and survey score standards • Flexible and adaptable to change, with an ability to learn new skills and retain information • Team-oriented with a positive outlook and willingness to go above and beyond • An exceptional communicator both over the phone and in written updates/summaries • Detail-oriented with a demonstrated ability to thrive in a fast-paced environment, using multiple systems simultaneously to document, track and resolve customer concerns • Well-versed in standard office technology (Email, Excel, Word, etc.) and able to type 40-45 wpm • Open availability during business hours 6am - 5:30pm PST to work an 8 hour shift (6am-2:30pm, 7am-3:30pm, etc.) • High school diploma or equivalent work experience

🏖️ Benefits

• Medical • Dental • Vision • Time off with pay • 401(k) plan with a degree of employer matching • Short-term and long-term disability benefits at no cost to you • Company-paid life and accidental death and dismemberment insurance • Six weeks of paid parental leave • Amazing discounts on 3 Day Blinds products • Access to various other exclusive discounts