Client Solutions Specialist

2 weeks ago


Rio Rancho, New Mexico, United States BCForward Full time
Job Overview

BCforward is actively seeking a dedicated Client Solutions Specialist.

Position Title: Client Solutions Specialist

Job Type: Contract, 40 hours per week, Onsite

Compensation: Competitive hourly rate based on experience

Role Summary:

  • Utilizes in-depth knowledge of job functions, company policies, and procedures to execute complex and specialized tasks effectively.
  • Handles assignments that are intricate and necessitate significant judgment, initiative, and specialized expertise to resolve issues and propose solutions.
  • Operates with minimal oversight, often completing tasks without established protocols.
  • May establish methods and procedures for new projects.
  • Typically offers guidance to other team members.

Key Responsibilities:

  • Validates customer entitlements and logs cases to ensure proper routing to appropriate resources.
  • Monitors service events to ensure compliance through to completion.
  • Manages customer service requests across various access channels.
  • Analyzes customer feedback regarding entitlements and case management, including statistical review of customer access.
  • Provides resolutions and feedback based on thorough analysis.
  • Participates in or leads initiatives aimed at process or quality enhancements.
  • Engages with escalated customer issues and recommends actions during post-incident evaluations.
  • Handles multiple tasks or cases concurrently with minimal supervision and may serve as a mentor or trainer for new team members.

Qualifications:

High school diploma or equivalent required. Typically requires 3-5 years of relevant experience or a combination of experience and higher education.

Skills and Expertise:

  • Exceptional written and verbal communication skills, with experience in customer-facing roles.
  • Strong understanding of internal processes and tools, along with computer proficiency.
  • Excellent problem-solving abilities and accuracy in data entry.
  • Familiarity with remote phone-based roles and time management skills.
  • Experience with call routing, case logging systems, and compliance with operational standards.
  • Ability to mentor and train new team members effectively.

Keywords: Customer Service, Client Support, Solutions Specialist, Call Center



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