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Customer Solutions Representative IV
2 months ago
We are seeking a highly skilled Customer Solutions Representative IV to join our eTeam team. 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: Validate customer entitlement and log cases for routing or dispatching to the proper resources.
- Service Event Monitoring: Monitor service events through completion for compliance.
- Service Request Management: Manage service requests from customers 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.
- Resolution and Feedback: Provide resolution and feedback based on analysis.
- Process Improvement: Participate in or lead projects for process or quality improvements.
- Escalated Customer Support: Work with escalated customers and recommend actions in post-incident reviews.
- Task Management: Manage multiple tasks or cases simultaneously with minimal supervision.
- Education: High school education or equivalent.
- Experience: Typically requires 3-5 years of general experience, or an equivalent combination of experience and college-level education.
- Skills: Superior communication skills, both written and verbal; experience in customer-facing roles; understanding of internal processes and tools; computer proficiency; problem-solving skills; accuracy in data entry; excellent fluency in the supported language; experience in phone-based remote roles; familiarity with computer technology; time management skills; and ability to mentor and train new agents.
