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Customer Service Representative

2 months ago

Rio Rancho, New Mexico, United States eTeam Full time
Job Title: Customer Solutions Rep IV

Location: Remote Opportunity

Duration: Contract Position

Job Summary:

We are seeking a highly skilled Customer Solutions Rep IV to join our team at eTeam. As a key member of our customer-facing team, you will be responsible for validating customer entitlement, logging cases, and routing or dispatching end-users to the proper resources.

Key Responsibilities:
  • Validate customer entitlement and log cases for routing or dispatching end-users
  • Monitor service events through completion for compliance
  • Manage customer service requests through various access channels
  • Review customer feedback and analyze statistics related to customer access and case management
Requirements:
  • High school education or equivalent
  • 3-5 years of general experience or equivalent combination of experience and college-level education
  • Superior communication skills, both written and verbal
  • Experience in customer-facing roles, either remote or face-to-face
  • Knowledge of call routing and processes, as well as case logging 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