US - Customer Solutions Rep

1 month ago

Boise, United States eTeam Full time
Pay Rate: $15 - $17/hr on W2

Job description:
  • Applies extensive knowledge the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways.
  • Comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require considerable judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions.
  • Work is completed with minimal supervision and assignments may be completed without established procedures.
  • May determine methods and procedures for new assignments.
  • Typically provides guidance to other non- exempt employees.
Responsibilities:
  • Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.Monitor the service event through completion for compliance.
  • Manage the service requests of customers through different access channels.
  • Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management.
  • Provide resolution and feedback based on analysis.Participates/leads in projects for process or quality improvements.Works with escalated customers and recommends actions in post incident reviews.Manages multiple tasks or cases simultaneously with minimal supervision May act as a mentor or trainer in the team.
Education and Experience Required:
  • High school education or equivalent.
  • Typically requires 3- 5 years general experience, or equivalent combination of experience and college level education.
  • Knowledge and Skills: Superior communication skills both written and verbal
  • Experience in customer facing role either remote or face to faceUnderstands internal processes and tools
  • Computer proficiency
  • Problem solving skills
  • Accuracy in data entry
  • Excellent fluency in language to be supported.
  • Experience in a phone based remote role
  • Familiarity with computer technology
  • Time management skills
  • Oversee compliance with operating procedures and standards
  • Experience in call routing and processes as well as case logging systems and obligation systems
  • Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
  • Ability to mentor and train new agents

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