Customer Solutions Representative IV

2 weeks ago

Rio Rancho, New Mexico, United States eTeam Full time
Position: Customer Solutions Representative IV

Duration: 12 Months

Location: Remote

Job Overview:
As a Customer Solutions Representative IV, you will leverage your extensive expertise in customer service to handle intricate and specialized tasks effectively. Your role will involve:
  • Utilizing a deep understanding of company policies and procedures to navigate complex assignments.
  • Demonstrating comprehensive knowledge of both general and technical aspects of the role.
  • Engaging in assignments that demand significant judgment, initiative, and specialized knowledge to address challenges and propose solutions.
  • Completing work with minimal oversight, often establishing methods for new tasks.
  • Providing guidance and support to junior team members.
Key Responsibilities:
  • Validate customer entitlements and log cases to direct users to appropriate resources.
  • Oversee service events to ensure compliance and successful resolution.
  • Manage customer service requests across various communication channels.
  • Analyze customer feedback related to entitlement and case management.
  • Deliver resolutions and insights based on thorough analysis.
  • Lead or participate in initiatives aimed at enhancing processes or quality.
  • Address escalated customer issues and recommend actions during post-incident evaluations.
  • Handle multiple cases simultaneously with minimal supervision.
  • Act as a mentor or trainer for new team members.
Qualifications:
High school diploma or equivalent. Typically requires 3-5 years of relevant experience or a combination of experience and higher education.

Skills and Knowledge:
  • Exceptional written and verbal communication skills.
  • Experience in customer-facing roles, whether remote or in-person.
  • Proficient in internal processes and tools.
  • Strong problem-solving abilities and attention to detail.
  • Fluency in the required language.
  • Experience in remote phone-based support.
  • Familiarity with technology and time management skills.
  • Knowledge of compliance with operational procedures and standards.
  • Experience with call routing, case logging systems, and obligation management.
  • Ability to mentor and train new agents effectively.

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