Customer Solutions Expert

3 days ago


Garden City, Michigan, United States eTeam Full time
About the Role

We are seeking a highly skilled Customer Solutions Specialist to join our team at eTeam. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences and resolving complex customer issues.

Key Responsibilities
  • Customer Entitlement Validation: Verify customer entitlement and log cases for routing or dispatching to the appropriate resources.
  • Service Event Monitoring: Monitor service events through completion to ensure compliance.
  • Customer Service Request Management: Manage customer service requests through various access channels.
  • Customer Feedback Analysis: Review customer feedback related to customer entitlement and case management, and analyze statistics related to customer access and case management.
  • Process Improvement Projects: Participate in or lead projects to improve processes or quality.
  • Escalated Customer Support: Work with escalated customers and recommend actions in post-incident reviews.
  • Task and Case Management: Manage multiple tasks or cases simultaneously with minimal supervision, and may act as a mentor or trainer in the team.
Requirements

To be successful in this role, you will need:

  • High School Education or Equivalent
  • 3-5 Years of General Experience or Equivalent Combination of Experience and College-Level Education
  • Superior Communication Skills (Written and Verbal)
  • Experience in Customer-Facing Roles (Remote or Face-to-Face)
  • Understanding of Internal Processes and Tools
  • Computer Proficiency
  • Problem-Solving Skills
  • Accuracy in Data Entry
  • Experience in Phone-Based Remote Roles
  • Familiarity with Computer Technology
  • Time Management Skills
  • Ability to Mentor and Train New Agents


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