Customer Service Representative II

Job Title

Partner Advocate

Overview

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person - one identity.

Responsibilities

The Partner Advocate will :

• Update and maintain partner account plans and help identify areas for improvement that require additional support
• Respond to inquiries and service requests that are handled directly or forwarded to the appropriate contact, department, or liaison through the lifecycle of the inquiry
• Identify and anticipate solutions to individual Partner trends by documenting and tracking communications
• Provide superior customer service for the full life cycle of the Partnership
• Help sustain team metrics around call wait times, email response times, and time to close out escalated inquires
• Submit Enrollment Center Change Requests (CRM) such as planned closures, hours of operation updates, system upgrades, point of contact updates, etc.
• Monitor and / or submit approved supply requests and follow through on receipt
• Support new partner deployment activities to ensure seamless transition / hand off of the relationship from Partner Acquisition to PSG
• Provide partner feedback to support with expansion and / or replacement efforts
• Clear understanding of the vetting and credentialing processes for all programs
• Ensure staffing levels are met and facilitate on-boarding of new partner EAs
• Identify and report problems relating to Customer Satisfaction and Operational Performance
• Assist in the collecting of feedback on Partner Satisfaction and retention
• Support various partner communications
• Perform and track tasks, progress, issues and risks associated with assigned areas of responsibility in a timely and accurate basis
• Update and maintain account plans, confidential records and data
• Understanding of contractual AQL's and ability to effectively communicate
• The US base hourly range for this position is $20.50 per hr + benefits. Our hourly ranges are determined by role and level. The range displayed on each job posting reflects the compensation target for the role across all US locations. Individual pay is determined by job-related skills, experience, and relevant education or training. Beyond offering a competitive total rewards package, we offer various opportunities to support team member growth and success

Qualifications