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Customer Support Specialist

2 months ago

Tempe, Arizona, United States Paladin Consulting Full time

Position Overview:

As a Service Specialist at Paladin Consulting, you will play a vital role in ensuring client satisfaction through effective case management and support.

Key Responsibilities:

  • Manage case assignments and oversee case workflows, utilizing Excel for data import and navigation across various systems to handle a high volume of tasks efficiently.
  • Provide exceptional service to clients through multiple communication channels, including phone, email, and chat.
  • Ensure timely follow-up on outstanding issues, adhering to established Service Level Agreements to achieve resolution.
  • Maintain a solid understanding of one or more products, along with relevant industry policies and procedures.
  • Identify and propose opportunities for process enhancements, collaborating with leadership to implement improvements.
  • Exhibit proficiency with various systems and software, which may include HRIS, Salesforce, Flex, Core Advanced, and ORS.
  • Document all client interactions meticulously to maintain accurate records.
  • Act as a mentor to junior team members, providing guidance and support.
  • Perform data entry tasks while prioritizing and organizing workload effectively.