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Client Support Specialist
2 months ago
KEY RESPONSIBILITIES:
Kforce Inc. is seeking a dedicated Customer Solutions Representative to support our esteemed Consumer and Commercial Electronic R&D client. The role involves:
- Verifying customer entitlements and logging cases to ensure proper routing or dispatching to the appropriate resources.
- Overseeing service events to ensure compliance from initiation 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 constructive feedback based on thorough analysis.
- Participating in or leading initiatives aimed at process enhancements or quality improvements.
- Engaging with escalated customer issues and recommending actions during post-incident evaluations.
- Handling multiple tasks or cases concurrently with minimal oversight.
- Possibly serving as a mentor or trainer within the team.
QUALIFICATIONS:
- High School diploma or equivalent.
- Typically requires 3-5 years of relevant experience or a combination of experience and education.
- Exceptional verbal and written communication skills.
- Experience in customer-facing roles, whether remote or in-person, with a solid understanding of internal processes and tools.
- Proficiency in computer usage.
- Strong problem-solving abilities.
- High accuracy in data entry and excellent fluency in the supported language.
- Experience in remote phone-based roles and familiarity with computer technologies.
- Effective time management skills.
- Ability to ensure compliance with operational procedures and standards.
- Experience with call routing, case logging systems, and obligation systems.
- Comprehensive understanding of internal processes and tools to manage daily tasks effectively.
- Capability to mentor and train new team members.
COMPENSATION AND BENEFITS:
The compensation range reflects our good faith belief regarding the pay for this role at the time of posting. Actual pay may vary based on factors such as education, qualifications, experience, skills, location, and business needs. This range is subject to change.
We provide a comprehensive benefits package that includes medical, dental, and vision insurance, as well as HSA, FSA, 401(k), and life, disability, and ADD insurance for eligible employees. Salaried employees receive paid time off, while hourly employees may be eligible for paid sick leave as required by law.
NOTE: Compensation is considered earned only when vested and determinable. The amount and availability of compensation remain at Kforce's discretion until paid and may be modified in accordance with the law.
This position is not eligible for bonuses, incentives, or commissions.
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.
