422 Customer Interaction jobs in Maryland

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers-and their patients-are at the heart of what we do.
Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.
Owens & Minor teammate benefits include:
+ Medical, dental, and vision insurance, available on first working day
+ 401(k), eligibility after one year of service
+ Employee stock purchase plan
+ Tuition reimbursement
The anticipated salary range for this position is $75-85k base plus 15K target variable, uncapped. The actual compensation offered may vary based on job related factors such as experience, skills, education and location.
Ensures that the customer is satisfied with company products and services. Works closely with Sales Account Executives and oversees day-to-day relationship with customer. Ensures schedules and budgets are met according to contractual agreements.
Travel within assigned region, Newark to Lancaster PA-prefer Philly as a home base.
Responsible for organic growth within the existing commercial technology customer base. Travels to assigned accounts to manage Owens & Minor Commercial Technology relationships and to ensure technical needs are met, provide problem resolution, and identify program and product expansion opportunities. Provides sales support to Technology Directors in sales geography. May independently perform Technology-related service support at assigned accounts. Ensures that hospitals and surgery center Technology services needs are acknowledged and addressed.
**Core Responsibilities**
+ Establishes, maintains, and continuously strengthens relationships within the assigned customer base.
+ Identifies opportunities within assigned accounts and increases adoption and expansion of technology services while maintaining profitability.
+ Targets and pursues expansion of technology offerings to new departments within a given customer engagement.
+ Searches for opportunities to introduce additional technology services into existing customer accounts.
+ Prepares and leads the presentation of routine business reviews within the assigned territory to showcase value delivered to the customer.
+ Collaborates with implementation teams to ensure satisfactory project completion and customer onboarding for newly assigned and/or newly expanded accounts.
+ Ensures compliance to all terms and conditions of customer contracts and coordinates with leadership to address issues.
+ Work with home office legal team to develop contracts, contract amendments and proactively provide contract renewals when applicable.
+ Presents new functionality, upgrades and modules to existing customer base. Partners with commercial technology leadership to proactively educate customers.
+ Monitors customer satisfaction through ongoing identification of customer needs and expectations. Addresses risk immediately and escalates internally as appropriate.
+ Acts as liaison between Hospital Supply Chain, Clinical, IT division department heads and Owens & Minor.
+ Supports achieving savings expectations and targets set forth in contractual agreements.
+ Assist with onsite training clinical staff on use of the technology platform.
+ Participates in commercial technology implementations and provides support in geographical area.
+ May act as commercial technology special project lead on assigned accounts.
+ Will support billing for technology services and submit requests to bill when needed as well as support A/R review to ensure accounts are always in good standing.
+ Generates Leads for other Owens & Minor commercial offerings.
SUPPLEMENTAL JOB FUNCTIONS:
Support Technology Director on Technical Demonstrations, Data Analytics, Physical Assessments, RFPs and Sales Proposals when required.
May travel up to 65% of the time.
Performs additional duties as directed.
**Qualifications**
EDUCATION & EXPERIENCE REQUIRED:
+ Bachelor's degree, required in Sales & Marketing, Business Administration, Information Technology or a related disciplinary area.
+ Over one year and up to three years of related experience preferred.
+ Or any combination of education and experience to meet the above requirements.
KNOWLEDGE SKILLS & ABILITIES:
+ Has experience leading company transforming projects
+ Ability to implement sales strategies.
+ Demonstrated persuasion, negotiation, and influencing skills.
+ Ability to follow up and follow through to ensure customer commitments are kept.
+ Clear and accurate verbal and written communication skills, ability to deliver effective product presentations.
+ Demonstrated knowledge of competitive products, pricing, strategy, accurate/appropriate market share, etc. as well as knowledge of O&M products.
+ Awareness of applicable government regulations and their impact on the business.
+ Demonstrated project planning and organizational skills.
+ Ability to develop long range plans to accomplish territory objectives.
+ Ability to meet deadlines.
+ Ability to work independently as well as part of a team.
+ Ability to recognize business or incremental sales opportunities.
+ Ability to display sound business judgement on a consistent basis.
+ Honesty and integrity.
#LI-CS2
If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.
Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.
Owens & Minor (O&M) is a global healthcare company providing innovative products and solutions across the continuum of care. Our integrated technology, products, and services empower healthcare providers and manufacturers as they make a difference in the lives of patients every day. O&M is headquartered in Richmond, Virginia and is comprised of 17,000+ global teammates. We operate within distribution, production, customer service, and sales facilities located across the Asia Pacific region, Europe, Latin America and North America. We are proud to service healthcare industry customers in 90 countries where we do business today.
**Life at O&M**
When you become an Owens & Minor teammate, you're joining a diverse, vibrant organization with a focus on excellence and integrity. Guided by our shared values-Integrity, Development, Excellence, Accountability, Listening-O&M teammates strive to deliver superior service across the continuum of healthcare. O&M is committed to creating a growth-oriented culture that values each teammate's perspective and contributions.

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers-and their patients-are at the heart of what we do.
Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.
Owens & Minor teammate benefits include:
+ Medical, dental, and vision insurance, available on first working day
+ 401(k), eligibility after one year of service
+ Employee stock purchase plan
+ Tuition reimbursement
The anticipated salary range for this position is $75-85k base plus 15K target variable, uncapped. The actual compensation offered may vary based on job related factors such as experience, skills, education and location.
Ensures that the customer is satisfied with company products and services. Works closely with Sales Account Executives and oversees day-to-day relationship with customer. Ensures schedules and budgets are met according to contractual agreements.
Travel within assigned region, Newark to Lancaster PA-prefer Philly as a home base.
Responsible for organic growth within the existing commercial technology customer base. Travels to assigned accounts to manage Owens & Minor Commercial Technology relationships and to ensure technical needs are met, provide problem resolution, and identify program and product expansion opportunities. Provides sales support to Technology Directors in sales geography. May independently perform Technology-related service support at assigned accounts. Ensures that hospitals and surgery center Technology services needs are acknowledged and addressed.
**Core Responsibilities**
+ Establishes, maintains, and continuously strengthens relationships within the assigned customer base.
+ Identifies opportunities within assigned accounts and increases adoption and expansion of technology services while maintaining profitability.
+ Targets and pursues expansion of technology offerings to new departments within a given customer engagement.
+ Searches for opportunities to introduce additional technology services into existing customer accounts.
+ Prepares and leads the presentation of routine business reviews within the assigned territory to showcase value delivered to the customer.
+ Collaborates with implementation teams to ensure satisfactory project completion and customer onboarding for newly assigned and/or newly expanded accounts.
+ Ensures compliance to all terms and conditions of customer contracts and coordinates with leadership to address issues.
+ Work with home office legal team to develop contracts, contract amendments and proactively provide contract renewals when applicable.
+ Presents new functionality, upgrades and modules to existing customer base. Partners with commercial technology leadership to proactively educate customers.
+ Monitors customer satisfaction through ongoing identification of customer needs and expectations. Addresses risk immediately and escalates internally as appropriate.
+ Acts as liaison between Hospital Supply Chain, Clinical, IT division department heads and Owens & Minor.
+ Supports achieving savings expectations and targets set forth in contractual agreements.
+ Assist with onsite training clinical staff on use of the technology platform.
+ Participates in commercial technology implementations and provides support in geographical area.
+ May act as commercial technology special project lead on assigned accounts.
+ Will support billing for technology services and submit requests to bill when needed as well as support A/R review to ensure accounts are always in good standing.
+ Generates Leads for other Owens & Minor commercial offerings.
SUPPLEMENTAL JOB FUNCTIONS:
Support Technology Director on Technical Demonstrations, Data Analytics, Physical Assessments, RFPs and Sales Proposals when required.
May travel up to 65% of the time.
Performs additional duties as directed.
**Qualifications**
EDUCATION & EXPERIENCE REQUIRED:
+ Bachelor's degree, required in Sales & Marketing, Business Administration, Information Technology or a related disciplinary area.
+ Over one year and up to three years of related experience preferred.
+ Or any combination of education and experience to meet the above requirements.
KNOWLEDGE SKILLS & ABILITIES:
+ Has experience leading company transforming projects
+ Ability to implement sales strategies.
+ Demonstrated persuasion, negotiation, and influencing skills.
+ Ability to follow up and follow through to ensure customer commitments are kept.
+ Clear and accurate verbal and written communication skills, ability to deliver effective product presentations.
+ Demonstrated knowledge of competitive products, pricing, strategy, accurate/appropriate market share, etc. as well as knowledge of O&M products.
+ Awareness of applicable government regulations and their impact on the business.
+ Demonstrated project planning and organizational skills.
+ Ability to develop long range plans to accomplish territory objectives.
+ Ability to meet deadlines.
+ Ability to work independently as well as part of a team.
+ Ability to recognize business or incremental sales opportunities.
+ Ability to display sound business judgement on a consistent basis.
+ Honesty and integrity.
#LI-CS2
If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.
Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.
Owens & Minor (O&M) is a global healthcare company providing innovative products and solutions across the continuum of care. Our integrated technology, products, and services empower healthcare providers and manufacturers as they make a difference in the lives of patients every day. O&M is headquartered in Richmond, Virginia and is comprised of 17,000+ global teammates. We operate within distribution, production, customer service, and sales facilities located across the Asia Pacific region, Europe, Latin America and North America. We are proud to service healthcare industry customers in 90 countries where we do business today.
**Life at O&M**
When you become an Owens & Minor teammate, you're joining a diverse, vibrant organization with a focus on excellence and integrity. Guided by our shared values-Integrity, Development, Excellence, Accountability, Listening-O&M teammates strive to deliver superior service across the continuum of healthcare. O&M is committed to creating a growth-oriented culture that values each teammate's perspective and contributions.

**Description**
Looking for an opportunity to make an impact?
Leidos is a FORTUNE 500 company bringing a mix of innovative technology and sector expertise to customers in the national security, engineering, and the health industries. At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
Your greatest work is ahead!
Leidos is hiring an Information Technology (IT) Customer Relations Manager to support the Air Force National Capital Region (AFNCR) IT Services (ITS) program at Joint Base Andrews (JBA), MD and Joint Base Anacostia-Bolling, DC. The successful candidate will assist the Government staff by responsibilities include using CRM programs and CRM tools, resolving escalated client issues, and ensuring customers are aware of new and existing company products.
If this sounds like the kind of environment where you can thrive, keep reading!
Leidos Defense Group provides a diverse portfolio of systems, solutions, and services covering land, sea, air, space, and cyberspace for customers worldwide. Solutions for Defense include enterprise and mission IT, large-scale intelligence systems, command and control, geospatial and data analytics, cybersecurity, logistics, training, and intelligence analysis and operations support. Our team is solving the world's toughest security challenges for customers with "can't fail" missions.
**Primary Responsibilities:**
+ Manage and develop strong relationships with the customers - act as the mediator between company and client, facilitating two-way communication.
+ Establish a consistent on-site presence within the Base Communications Squadron, engaging with unit leadership to anticipate mission impacts, communicate program capabilities, and strengthen the partnership between Leidos and the Air Force.
+ Assist the User Experience (UX) Manager in the delivery of UX Strategic Initiatives and/or Projects.
+ Oversee the customer experience and ensure their organization meets customers' expectations and goals.
+ Work to achieve company and client goals simultaneously.
+ Maintain an ongoing level of engagement with key customers.
+ Utilize strategic and analytical methods when finding solutions to problems to ensure maximum client satisfaction.
+ Conduct quality assurance surveys to determine customer satisfaction and use the findings to improve on areas of complaint.
+ Conduct corrective action requests and provide a timely, sustained resolution through root cause analysis and preventive measures.
+ Understand customer needs and develop plans to address them.
+ Resolve customer complaints quickly and efficiently.
+ Improve Customer/User Experience by gathering feedback and providing detailed reports to customer.
**Basic Qualifications:**
+ Requires a Bachelor's degree and 12 years of related experience or a Masters and 10 years of applicable experience, additional years of experience will be accepted in lieu of a degree.
+ Possess a current, DoD Secret clearance.
+ Must be able to be on site every day.
+ Excellent interpersonal and communication skills.
+ Proficient in all Microsoft applications.
+ A team player with leadership skills.
+ Experience with a customer focused and satisfaction based role.
+ Experience working with federal customers.
+ Requires proof DoD 8140 compliance prior to start.
**Preferred Qualifications:**
+ Current CompTIA Security+ CE certification.
At Leidos, we don't want someone who "fits the mold"-we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, "what's next?" before the dust settles on "what's now."
If you're already scheming step 20 while everyone else is still debating step 2. good. You'll fit right in.
**Original Posting:**
October 23, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
**Pay Range:**
Pay Range $89,700.00 - $162,150.00
The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
REQNUMBER: R-
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

Description
The Customer Support Specialist is responsible for delivering high-quality service to customers, addressing inquiries, and resolving issues in a timely manner. This position requires excellent communication, problem-solving, and relationship-building skills. This role becomes hybrid after training.
Responsibilities:
- Respond to customer inquiries via phone, email, or chat in a professional and timely manner.
- Troubleshoot and resolve product or service issues effectively.
- Document customer interactions and resolutions in CRM software.
- Collaborate with internal teams to escalate and resolve complex customer concerns.
- Identify opportunities for process improvement based on customer feedback.
Requirements
- 2+ years in customer service or support role.
- Strong problem-solving and communication skills.
- Experience using CRM systems such as Salesforce or HubSpot.
TalentMatch®
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ( and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .

**Job Title:** Customer Service Representative
**Location:** Hagerstown, MD 21740
**Position Type:** Full-Time | Temp-to-Hire
**Compensation:** $17
**Schedule:** Training: Mon-Fri, 8:00 AM-4:30 PM EST; Post-training: 9:00-5:30 or 9:30-6:00 (negotiable) | | Hybrid (Onsite 2 days/week)
**Job Description:**
As a Customer Service Representative, you will handle inbound customer calls and requests, project a professional company image, and use provided resources to identify, research, and resolve issues via phone and written communication.
**Key Responsibilities:**
+ Answer inbound customer calls
+ Forward calls to appropriate staff/complete call transfers
+ Handle customer requests via mail and email
+ Research and resolve general billing issues
+ Complete paperwork to resolve issues
+ Generate customer letters/emails in response to queries
+ Document and alert supervisors to customer contact trends
+ Participate in meetings and project work
+ Adhere to department policies and published schedules
**Qualifications:**
+ Intermediate knowledge of Microsoft Word, Excel, Outlook (preferred)
+ Excellent written and verbal communication
+ Clear and concise communicator
+ Detail-oriented, strong follow-up/problem resolution skills
+ Performs well under pressure and with multitasking
+ Makes thoughtful decisions; prioritizes tasks
+ Skilled at special telephone tasks (call transfers, callbacks, holds, interruptions, disconnects)
+ Effectively controls irate customer calls
+ Flexible and adaptable
**How to Apply:**
Submit your resume and cover letter, noting your Hagerstown, MD location and conversion expectations.
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here ( for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
Get a complete career fit with Kelly ® .
You're looking to keep your career moving onward and upward, and we're here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career.
About Kelly
Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.
Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.

**This position is full time remote depending on candidate location within the US.**
The primary responsibility for this role is to deliver superior customer service to clients while answering calls on Manulife / John Hancock's Brokerage Services and Managed Product lines. Customer requests can range from basic product inquiries to more complex transactions requiring problem resolution skills.
Responsible for delivering superior customer service to clients and financial advisors and building customer satisfaction and loyalty. Customer requests range from basic product and contract inquiries to more complex transactions and problem resolution. This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.
Is it possible to find a career you love with a global organization that supports your continued growth and success?
ABSOLUTELY!
Where you ask? Look no further than John Hancock!
Have you considered a career with us?
**Position Responsibilities:**
+ Deliver trusted, professional, and reliable service to MANULIFE clients and build customer satisfaction and loyalty
+ Meet quality expectations to ensure a positive client experience
+ Meet productivity expectations to maximize team service levels
+ Provide effective and timely resolution of a range of customer inquiries
+ Strike a positive and cooperative tone with both customers and coworkers
+ Strive for first-call resolution of customer issues
+ Translate scenarios that require problem resolution to positive service experiences
+ Strengthen the perception of MANULIFE in the marketplace
+ Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently
+ Complete ongoing training to stay abreast of product, industry, service and policy changes
+ Other duties as assigned
**Required Qualifications:**
+ Post-secondary education or high school diploma
+ Customer Service or Financial Services experience a plus
+ Ability to thrive in a lively working environment and manage multiple tasks
+ Outstanding verbal communication skills and strong telephone etiquette
+ Possess the ability to multi-task
+ Flexibility and ability to adjust and succeed in a rapidly changing, fast paced call center environment
+ Demonstrated problem resolution skills
+ Effective listening skills
+ Demonstrated computer efficiency
+ Outstanding customer service skills
+ Business writing skills
**Preferred Qualifications:**
+ Current SIE, Series 6 or 7, Series 63
+ Working knowledge of IRAs & other retirement products
**When you join our team:**
+ We'll empower you to learn and grow the career you want.
+ We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
+ As part of our global team, we'll support you in shaping the future you want to see.
Ready to take the next step?
Training will be 2 weeks in length and the hours are 9:00-5:00 EST (TBD)
Once training has been completed, you **must** be available for a 8 hour shift (with a scheduled 30 minute lunch break) between 9-5pm EST.
#LI-JH
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a .
**Ubicación principal**
Estados Unidos,- Massachusetts Remoto a tiempo completo
**Modalidades de Trabajo**
Remoto
**Se prevé que el rango salarial esté entre**
$38,550.00 USD - $64,250.00 USD
Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual.
Manulife/John Hancock ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de ahorro 401(k) o de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de días libres pagos en EE. UU. contempla hasta 11 días festivos, 3 días personales, 150 horas de vacaciones y 40 horas de licencia por enfermedad (o más cuando lo exija la ley) por año, y ofrecemos todos los tipos de licencias contempladas por la ley.
**Conozca sus derechos ( Familiar y Médico**
**Ley de Protección del Empleado contra el Examen Poligráfico ( al Trabajo**
**Verificación Electrónica (E-** **Verify** **)**
**Transparencia Salarial ( John Hancock Life Insurance Company (U.S.A.)

Our client is seeking an experienced and empathetic Customer Support Lead to manage and mentor a team of support professionals in Baltimore, Maryland, US . This role is crucial in ensuring exceptional customer service delivery, resolving complex customer issues, and driving continuous improvement in support processes. The Lead will oversee daily operations, provide guidance and training to the support team, and act as a point of escalation for challenging customer interactions. The ideal candidate possesses strong leadership abilities, excellent problem-solving skills, and a passion for creating positive customer experiences.

Responsibilities:

• Lead, train, and motivate a team of customer support representatives to achieve performance goals and uphold service standards.
• Oversee the day-to-day operations of the customer support department, ensuring efficient handling of inquiries and issue resolution.
• Act as a primary point of escalation for complex customer issues, providing timely and effective resolutions.
• Develop and implement customer support policies, procedures, and best practices.
• Monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT), and first-contact resolution.
• Analyze customer feedback and support data to identify trends, areas for improvement, and training opportunities.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Collaborate with other departments (e.g., Sales, Product, Engineering) to address customer needs and product issues.
• Create and maintain support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Ensure adherence to company service level agreements (SLAs).
• Identify opportunities for process automation and efficiency gains within the support function.
• Foster a positive and collaborative team environment that encourages professional growth.
• Contribute to the development and implementation of customer support training programs.
• Handle customer escalations with professionalism and empathy, aiming for first-contact resolution where possible.

Qualifications:

• Associate's or Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
• Proven ability to lead, coach, and mentor a customer support team.
• Strong understanding of customer service principles and best practices.
• Excellent problem-solving, analytical, and decision-making skills.
• Exceptional communication, interpersonal, and conflict-resolution abilities.
• Proficiency in using CRM software and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to manage multiple priorities and work effectively under pressure.
• Experience in developing and delivering training programs is a plus.
• Familiarity with (mention a relevant industry, e.g., E-commerce, SaaS, Financial Services) is advantageous.
• A passion for delivering outstanding customer experiences.

Join a dedicated team focused on excellence in customer care.

Our client is seeking a dedicated and empathetic Customer Support Specialist to join their dynamic team. This position offers a hybrid work model, combining the flexibility of remote work with occasional in-office collaboration. You will be the first point of contact for customers, providing exceptional service and resolving inquiries efficiently and professionally. The ideal candidate is an excellent communicator, a patient listener, and possesses a strong aptitude for problem-solving. You will handle a variety of customer issues, ranging from product inquiries and technical troubleshooting to order management and billing questions. Your goal is to ensure every customer interaction is positive and contributes to overall customer satisfaction and loyalty.
Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, providing clear and concise solutions.
• Educate customers on product features, services, and policies.
• Process orders, returns, and exchanges accurately.
• Maintain accurate customer records and document all interactions in the CRM system.
• Identify and escalate complex issues to the appropriate internal departments.
• Contribute to the development of customer support resources, such as FAQs and knowledge base articles.
• Gather customer feedback and report trends to management to help improve products and services.
• Collaborate with team members to share best practices and ensure consistent service delivery.
• Adhere to company policies and procedures while striving for first-contact resolution.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• 1-3 years of experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency with common office software and CRM systems.
• Ability to remain calm and professional under pressure.
• A patient and empathetic demeanor when interacting with customers.
• Ability to multitask and manage time effectively in a hybrid work environment.
• A strong desire to help others and provide exceptional service.
• Previous experience in (mention a relevant industry, e.g., SaaS, e-commerce, tech support) is a plus.

This hybrid role provides a great opportunity to grow your customer service career within a supportive and innovative company.