Job Description
Job Description
Role : -Customer Service Rep
Duration : 24+ Months
Location : All Big Cities. Colorado
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 verbalExperience in customer facing role either remote or face to face
- Understands internal processes and toolsComputer proficiency
- Problem solving skillsAccuracy in data entry
- Excellent fluency in language to be supported.
- Experience in a phone based remote roleFamiliarity 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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