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Client Support Specialist
2 months ago
KEY RESPONSIBILITIES:
Kforce Inc. is seeking a dedicated Customer Solutions Representative to enhance our support for a leading Consumer and Commercial Electronic R&D client. This role involves:
- Validating customer entitlements and logging cases to ensure proper routing and dispatching of end-users to appropriate resources.
- Monitoring service events to ensure compliance through to completion.
- Managing customer service requests across various access channels.
- Analyzing customer feedback related to entitlements and case management, along with statistical insights regarding customer access and case handling.
- Providing resolutions and feedback based on thorough analysis.
- Participating in or leading projects aimed at process or quality enhancements.
- Engaging with escalated customer issues and recommending actions during post-incident reviews.
- Handling multiple tasks or cases concurrently with minimal oversight.
- Possibly mentoring or training team members.
QUALIFICATIONS:
- A High School diploma or GED is required.
- Typically, 3-5 years of relevant experience or a combination of experience and education is expected.
- Exceptional written and verbal communication skills are essential.
- Experience in customer-facing roles, whether remote or in-person, is preferred.
- Proficiency in computer systems and problem-solving capabilities.
- Accuracy in data entry and fluency in the required language are crucial.
- Experience in a remote phone-based role and familiarity with computer technologies are advantageous.
- Strong time management skills are necessary.
- Ability to ensure compliance with operational procedures and standards.
- Experience with call routing processes and case logging systems is beneficial.
- A solid understanding of internal processes and tools, along with their application in daily task management, is required.
- Capability to mentor and train new team members is a plus.
COMPENSATION AND BENEFITS:
The pay range reflects the compensation we reasonably believe we would offer for this role. Actual pay may vary based on factors such as education, qualifications, experience, skills, and business needs. This range may be subject to change.
We provide comprehensive benefits, including medical, dental, and vision insurance, HSA, FSA, 401(k), and life insurance to eligible employees. Salaried employees receive paid time off, while hourly employees may be eligible for paid sick leave as required by law.
DIVERSITY AND INCLUSION:
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
