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