Customer Service Associate

Are you looking for an opportunity to join a team that makes a real difference? Do you want to be part of a collaborative team that protects and strengthens communities and businesses? If you are looking for all these opportunities and more, then Witt O’Brien’s is the right fit for you.

Customer Service Associate (Vessel Services)

Position Summary

We are a growing consulting firm in need of a reliable and talented Customer Service Associate. Your work as a Customer Service Associate will make a real difference as you support the Vessel Services department with various tasks, including responding to customer inquiries, providing quality customer service, and assisting in resolving problems. Your work will directly impact our ability to establish and maintain service relationships with customers, enabling us to successfully initiate and deliver projects and rapidly respond to our clients' compliance needs to keep their vessels operating safely in the US and other key areas around the world.

The ideal candidate will have demonstrated experience supporting activities related to compiling, categorizing, calculating, tabulating, and verifying data. This position requires executive presence, and strong verbal and written communication skills. We are looking for a self-motivated, responsible, and confident individual with a commitment to integrity and the ability to prioritize multiple projects, meet deadlines, and work collaboratively with minimal supervision. If this sounds like you, then you have found the right fit in Witt O'Brien's.

Position Details

• Reports to: Director, Vessels Services
• Location:  Remote
• Position Type:  Full-Time
• FLSA Status: Non-Exempt
• Pay:  Hourly
• Compensation:  Commensurate with experience
• Travel: 5 – 15%

Essential Job Functions

• Creates, develops, and maintains relationships with assigned clients through regular email correspondence, phone calls and client office visits.
• Responds to phone calls and email requests to update vessel and company information, amend regulatory plans, answer questions regarding current and new services, compliance requirements, port entry requirements, change in ownership, etc.
• Updates plans, information and documentation in proprietary software database; maintains accurate and timely logs of transactions; and updates documents on shared drive.
• Submits plan changes to Quality Control lead for review and approval. Tracks progress of changes and communicates progress status to the client.
• Sends approved plan revisions, new plans, and regulatory approvals to the client.
• Maintains records of existing plan status, and proactively performs updates and resubmissions as required to keep plans in compliance.
• Notifies regulatory authorities (Coast Guard, etc.) of changes to plan as required, and follows up for regulatory approvals, all the while communicating progress status to the client as needed.
• Other duties as assigned.
• Ability to employ critical thinking skills to analyze complex problems and devise effective solutions
• Responsible for good customer relationships, timeliness, quality of communications, and products for assigned customers from all over the world

Minimum Job Requirements

• High School diploma or equivalent
• 2-3 years in a customer service setting
• Strong organizational skills
• Ability to prioritize and multi-task
• Excellent verbal and written communication skills
• Demonstrate a keen attention for detail
• Ability to learn and follow processes and procedures
• Experience using Microsoft Office Suite

Preferred Job Requirements

• Bachelor's Degree
• Experience in international maritime industry
• Experience in customer service and meeting strict deadlines
• Ability to read and understand regulatory requirements
• Understanding of cultural differences

Work Schedule

Monday – Friday, 9 AM – 5 PM. Occasional overtime will be required in order to meet the overall department needs/goals.

Job Description and Hiring Disclaimer

This position description incorporates the core responsibilities of the job. It recognizes that other related duties not specifically mentioned might also be performed, and that not all responsibilities may be carried out depending on operational needs.

The hiring department will conduct interviews of qualified individuals prior to requesting a criminal background check, and no job application submitted prior to such interview shall inquire into an applicant's criminal history. If this position is subject to a background check for any convictions related to its responsibilities and requirements, employment will be contingent upon successful completion of a background investigation including criminal history. Criminal history will not automatically disqualify a candidate.

Commitment to Diversity

Witt O'Brien's is always looking for the most qualified and experienced professionals with a passion for public safety, emergency management, homeland security, disaster response, and continuity of operations.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Equal Opportunity Employer/Veteran/Disabled

With you when it counts.