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Customer Service Representative

1 month ago

Garden City, United States eTeam Full time

Job: Customer Solutions Rep IV

Duration: 2 years

Location: Boise, ID, 83714

Pay rate: $17/hour on W2

Job Description:

Notes: Will need to be able to come onsite Wednesdays and Thursdays (Boise) or Tuesday and Wednesday (Rio Rancho) after training.

Job Description:

SMB Chat:

• Gathers and assesses SMB customers hardware, software and technical needs.

• Generates leads to specific departments based on customers’ needs and segments.

• Identifies related future needs for lead generation, opportunity expansion.

• Identifies customer specific parameters and constraints that impact the solution.

• Investigates and optimizes a solution to fit the requirements of the customer.

• Identifies probable competition.

• Solicits inputs from team members as required.

• Anticipates some of the potential challenges for the proposed solution.

• Assists peers in area of expertise as needed.

• Assists SMB customers in placing orders via chat

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. Typically 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 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
  • Oversee 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 tasks
  • Ability to mentor and train new agents