Our Client is immediately adding a full-time Customer Solutions Representative in support of our nationally recognized, Consumer and Commercial Electronic R&D client .
Responsibilities:
- Validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources
- Monitor the service event through completion for compliance. Manage the service requests of customers through different access channels
- Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management
- Provide resolution and feedback based on analysis
- Leads in projects for process or quality improvements and documents changes
- Works with escalated customers and drives actions in post incident reviews
- Manages multiple tasks or cases simultaneously without supervision
- Acts as a mentor and may provide some supervision of other non-exempt employees
- May provide input on training material for new and existing processes
- Provide training to new and existing employees as needed
- Process expert and subject matter expert on standard and nonstandard delivery types
Requirements
- High School diploma/GED or equivalent; Some college level education preferred
- Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college level education
- Superior communication skills both written and verbal
- Experience in customer facing role either remote or face to face
- Understands internal processes and tools
- Computer proficiency
- Problem solving skills
- Accuracy in data entry
- Excellent fluency in language to be supported
- Experience in a phone based remote role
- Familiarity with computer technology
- Time management skills
- Advanced knowledgeable in call routing and case management processes and obligation systems
- Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
- Organizational skills to manage workflow and tasks
- Process analysis and documentation
- Ability to mentor and train new agents
- Ability to participate or lead in projects for process or quality improvements
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