Job Description

Overview

MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments.

Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.

Responsibilities

Responsible for maintaining client product knowledge and developing assigned staff to achieve individual, company and client goals; works with supervisor to establish daily objectives and prioritize workload, ensuring deadlines are met and staffing levels are appropriate; support the quality performance of assigned staff by providing accurate responses to questions with a sense of urgency during call processing; lead and participate in processing various incoming phone calls for assigned clients and programs in accordance with policies, procedures, quality standards, and federal laws and regulations; establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided.

Team Development - Responsible for maintaining client product knowledge and developing assigned staff to achieve individual, company and client goals.

• Continually reviews all training and product related material, ensuring accuracy• Schedules training sessions and organizes all required training materials• Develop assigned staff product, process and procedure knowledge through initial and ongoing training• Enhance assigned staff customer service and sales skills utilizing coaching techniques, to include, effective communication, listening, role playing and skill building• Improve assigned staff call processing skills to exceed client expectations for productivity, service and quality which may include, demonstrating correct call procedure following Saleytics and client guidelines, double-jacking with staff to demonstrate skills and providing feedback, side-by-side monitoring to encourage positive behavior and build skills, etc.• Provide assigned staff with regular feedback on their individual performance and call quality, providing additional coaching or training as necessary to ensure individual success• Improve assigned staff morale by creating and maintaining a winning environment that contributes to staff satisfaction, productivity and commitment to Saleytics, which may include daily contests to motivate and encourage maximum performance, recognition of staff by name, positive staff feedback and suggestions to enhance performance

Staff Assistance - Provide assistance to assigned co-workers ensuring adherence to departmental policies and procedures

• Provide support by answering questions ensuring functions are efficiently performed in a quality-oriented manner• Provide assistance and guidance to co-workers on best approaches, practices, and lessons learned• Keep up-to-date on current workflow and department procedures in order to answer questions, provide work direction, or complete tasks• Train and mentor assigned co-workers, as necessary• Provide departmental support in problem resolution, ensuring issues are resolved in an accurate, timely, and professional manner• Assist staff in striving to ensure highest level of quality, responsive service possible is provided• May be required to support supervisor in responding to inquiries and conducting research and analysis

Floor Assistance - Support the quality performance of assigned staff by providing accurate responses to questions with a sense of urgency during call processing.

• Assist assigned staff with procedure questions and use of computer and telephone equipment in a timely manner• Assist assigned staff with problem or irate callers to ensure client’s service requirements and escalation procedures are met; notify supervisor of all equipment failures and data processing errors

Customer Service Functions - Lead and participate in processing various incoming phone calls for assigned clients and programs in accordance with policies, procedures, quality standards, and federal laws and regulations

• Exercise exceptional customer service skills in an effort to optimize each contact with an existing or potential customer• Process incoming phone calls for assigned clients and programs, which includes obtaining, entering, and verifying customer information (e.g. names, addresses, credit card numbers, etc.), answering questions, resolving issues, adhering to scripts, providing customer service and attempting to sell products or make upsells as appropriate; maintain established calls and completed calls per hour goals while supporting MarketSource goals and objectives• Maintain excellent product knowledge regarding product offers, pricing and upsells• Strive to enhance department's relationship with customers, ensuring highest quality, responsive service possible is provided• Maintain customer confidentiality according to MarketSource policies and procedures• Maintain required documentation in an accurate and timely manner, using established systems

As required, participate in scheduled team meetings; successfully complete initial classroom and on-the-job training, as well as any new product or on-going training• May process return phone calls to customers if technical problems were incurred during the customers initial incoming phone call• Process incoming calls manually in the event of computer system failure

General Associate Job Responsibilities-• Exercise exceptional customer service skills in an effort to optimize each contact with the customer• Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations• Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner• Maintain required documentation in an accurate and timely manner using established systems• Maintain strict confidentiality of information provided by customer or data accessed within assigned systems• Maintain an in-depth knowledge of assigned client's products and service, as well as policies and procedures regarding customer calls• Establish and maintain a professional relationship with internal/external customers, team members and department contacts• Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided• Responsible for properly using, maintaining, and returning upon request any company equipment and assets issued by MarketSource.

Related Duties as Assigned-• The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents• Consequently, job incumbents may be asked to perform other duties as required• Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above• Please contact your local Employee Relations representative to request a review of any such accommodations

Qualifications

Applicants for this job will be expected to meet the following minimum qualifications.

Education

• Must be 18 or older
• High School education or GED required
• Additional education may be required based on individual projects and/or locations

Experience

• Candidates need to meet the experience requirements for specific program

Additional Information

MarketSource is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 877-883-4575 or email HR@marketsource.com.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

San Fran Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Unincorporated Los Angeles County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Where applicable, in accordance with the Los Angeles County Fair Chance Ordinance for Employers, Candidates must satisfy all pre-employment screening criteria and may be disqualified due to criminal history because the requirements of this position, as outlined above, may include: access to valuable company assets; exercise of good judgment and performance of duties safely under work conditions that may be stressful including under supervision of client; access to sensitive personal or financial information; and/or access to objects that may be used to inflict injury or harm to others." Individual compensation offered for this position will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Posted Salary Range

USD $16.50 - USD $16.50 /Hr.

Posting Information

Hiring location: 5000, Interstate 10 West, 11330 Frontage Rd, San Antonio, TX 78249 Posting Ends: 11/13/2026 Wage: $16.50/HR. Coaching/Training Experience - min 1 year Call Center Experience - min 6 months Customer Service Experience - min 6 months