Client Solutions Specialist
2 weeks ago
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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