Job: Customer Solutions Rep IV
Duration: 12 Months
Location: 2351 HP Way, Rio Rancho, NM, 87144 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.
- ypically 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 faceUnderstands internal processes and toolsComputer proficiency.
- Problem solving skillsAccuracy in data entry.
- Excellent fluency in language to be supported.
- Experience in a phone based remote role.
- Familiarity with computer technologyTime management skillsOversee 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 tasksAbility to mentor and train new agents