Executive Response Specialist provides timely resolutions to customer complaints that have escalated to the highest level within the organization. Coordinates with product/service suppliers and/or contact center staff to research and determine validity of complaints and evaluate options to remedy these complaints. Being an Executive Response Specialist reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company's policy regarding complaints. Additionally, Executive Response Specialist exercises a large degree individual discretion and judgement. Tracks complaints and makes recommendations to management designed to reduce the number of complaints. May require a bachelor's degree. Typically reports to a supervisor or manager. The Executive Response Specialist gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be an Executive Response Specialist typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.
Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.
Associate Response Center Specialist
Location: Boston, MA
PTC is a results-driven organization that embodies integrity, professionalism, diversity, and innovation in our pursuit of excellence. We take pride in our ability to adapt, accelerate, and consistently exceed expectations. Within Sales Operations, Deal Management is a strategic function which is at the forefront of driving C.A.R.E. (Close/Adopt/Renew/Expand) principles through the management of commercial transactions.
Within the Commercial Management organization is the Response Center, tasked with responding to customer Requests for Information (RFI), Requests for Proposal (RFP), Requests for Quote (RFQ), Statements of Work (SOW), Invitations to Tender (ITT) and similar documents intended to aid in the selection of our software and services. The Response Center Associate will join a diverse team of highly motivated individuals located in Boston, MA; Uniontown, PA; Bucharest, Romania; and Shanghai, China.
If you are a detail-oriented, adaptable, quick learner with superior written communication skills, we would love the opportunity to speak with you about joining the Response Center.
As a Response Center Associate, the candidate chosen for this position will have the opportunity to play a key role in PTC’s success. The Response Center partners with Sellers in our Field Organization to satisfy the requirements stipulated by customers and prospects who are considering purchasing PTC products and services. These requirements may be Requests for Proposal/Information (RFP/RFI), Security Questionnaires, and Statements of Work (SOW.) The Response Center Associate will work with departments throughout PTC’s internal ecosystem to produce stellar response documents that answer potential customers’ questions and convince prospects that PTC technology is the right choice for them, as well as helping to craft Statements of Work that govern the software implementation process. In this role, the chosen candidate will further develop existing skills in areas such as writing, editing, business communication, and project management, while learning about exciting new technology like IoT and AR. This skillset makes Response Center team members uniquely qualified to contribute to PTC’s vision.
A Day in the Life
Skills
Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you.
If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?
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