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US - Customer Solutions Rep IV - US4

US - Customer Solutions Rep IV - US4

eTeam, Inc.Rio Rancho, NM, US
30+ days ago
Job type
  • Full-time
Job description

Job : Customer Solutions Rep IV

Duration : 12 Months

Location : 2351 HP Way, Rio Rancho, NM, 87144

Job Description :

  • Applies extensive knowledge the job skills, company policies and procedures to complete complex, specialized assignments / tasks in creative and effective ways.
  • Comprehensive understanding of the general / technical aspects of the job.
  • Works on assignments that are complex in nature and require considerable judgment, initiative, and technical / specialized
  • knowledge to resolve problems and / or develop recommended solutions.
  • Work is completed with minimal supervision and assignments may be completed without established procedures.
  • May determine methods and procedures for new assignments.
  • ypically provides guidance to other non- exempt employees.

Responsibilities :

  • Responsible for 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.
  • Participates / leads in projects for process or quality improvements.
  • Works with escalated customers and recommends actions in post incident reviews.
  • Manages multiple tasks or cases simultaneously with minimal supervision
  • May act as a mentor or trainer in the team.

    • Education and Experience Required :

    High school education or equivalent.

    Typically requires 3- 5 years general experience, or equivalent combination of experience and college level education.

    Knowledge and Skills :

  • Superior communication skills both written and verbalExperience in customer facing role either remote or face to faceUnderstands internal processes and toolsComputer proficiency.
  • Problem solving skillsAccuracy in data entry.
  • Excellent fluency in language to be supported.
  • Experience in a phone based remote role.
  • Familiarity with computer technologyTime management skillsOversee compliance with operating procedures and standards.
  • Experience in call routing and processes as well as case logging systems and obligation systems.
  • Strong understanding of internal processes, tools and usage of such tools in managing daily tasksAbility to mentor and train new agents
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    Customer Rep • Rio Rancho, NM, US