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Customer Solutions Specialist

2 months ago

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

Position Title: Customer Solutions Specialist

Location: Remote

Job Type: Contract, Full-Time

Job Responsibilities:

  • Validate customer entitlements and log cases to ensure proper routing to appropriate resources.
  • Oversee service events to ensure compliance and manage customer service requests through various channels.
  • Analyze customer feedback regarding entitlements and case management, and assess statistics related to customer interactions.
  • Provide resolutions and feedback based on thorough analysis.
  • Lead initiatives aimed at process or quality enhancements and document necessary changes.
  • Handle escalated customer issues and facilitate actions in post-incident reviews.
  • Manage multiple cases concurrently with minimal supervision.
  • Serve as a mentor and provide guidance to junior team members.
  • Contribute to the development of training materials for new and existing processes.
  • Deliver training to both new hires and current employees as required.
  • Act as a subject matter expert on standard and non-standard service delivery methods.

Qualifications:

  • High school diploma or equivalent; some college education is preferred.
  • Typically requires a minimum of 5 years of relevant experience or a combination of experience and education.

Additional Responsibilities:

  • Handle inbound sales inquiries for basic products.
  • Assist customers with purchasing decisions and provide recommendations.
  • Manage a daily volume of customer interactions effectively.
  • Exhibit strong and professional communication skills.
  • Position duration is expected to be long-term.

Work Hours:
Flexible scheduling available, with operational hours between 6 AM and 6:30 PM.

Benefits:
BCforward offers a comprehensive benefits package for eligible employees, including major medical, dental, vision, life insurance, short-term and long-term disability, and a 401k plan.

Keywords:
Customer Service, Call Center, Client Support, Case Management, Customer Interaction