Case Resolution Associate

TEK Systems; Tempe (AZ); On-site; USD 43,000 - 53,000; Full time

Job summary

TEKsystems in Tempe, AZ is seeking a Case Resolution Specialist to support the timely resolution of inquiries and deliver high levels of service through our Connected platform. This role focuses on data updates, billing issues, pay discrepancies, expenses, spreads and commissions, among others.

The team reports to a Case Resolution Supervisor and collaborates with field producers and other stakeholders to meet SLAs, drive efficient operations, and continuously improve the service delivery model.

Qualifications

• Dedicated to serving the customer in a professional and courteous manner.
• Capability of working in a team-oriented environment that is fair, open and honest.
• Ability to effectively time manage (prioritize, organize, problem solve and meet strict goals/deadlines).
• Ability to communicate effectively and provide timely follow up.
• Excellent organizational skills and attention to detail.
• Action-oriented, using rigorous critical thinking and logic.
• Intermediate computer skills (Microsoft Excel, Word and Power Point) with a willingness to learn new software technologies relevant to the position (e.g. Salesforce/Cases).
• Ability to leverage multiple systems to solve complex problems.

Responsibilities

• Provide world class service during every interaction to ensure high quality customer experience and timely/effective resolution of inquiries submitted
• Answer customer requests or inquiries concerning general data updates, billing, pay discrepancies, expenses, spread and commissions, etc.
• Capture, assign and resolve complex inquiries through the internal issue resolution system, respond to a high volume of inquiries in a back-office center operations environment
• Develop and maintain positive customer relations and coordinate with various groups within the center and field office to ensure customer requests and questions are handled appropriately and in a timely manner
• Communicate with relevant stakeholders (e.g. field producers, BSA etc.) to inform on the final resolution details within the expected timeframe per service level agreements (SLAs)
• Suggest improvement initiatives with relevant stake holders (field producers, BSA, TEA/TES) to keep the service delivery model moving toward a best in class environment

Skills

Customer service

Team player

Time management

Communication

Organization

Critical thinking

Problem solving

MS Excel

MS Word

PowerPoint

Salesforce

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Salesforce

Job description

Overview

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

Scope: Support timely and efficient resolution of the inquiries/cases received as part of the center operations for assigned OpCo

Reports To: Case Resolution Supervisor

Job Summary: The Case Resolution Team is focused on ensuring that our internal and external customers receive timely resolution and a high level of service to their questions, concerns, and requests through the Connected platform.

Responsibilities

Key Responsibilities:

• Provide world class service during every interaction to ensure high quality customer experience and timely/effective resolution of inquiries submitted
• Answer customer requests or inquiries concerning general data updates, billing, pay discrepancies, expenses, spread and commissions, etc.
• Capture, assign and resolve complex inquiries through the internal issue resolution system, respond to a high volume of inquiries in a back-office center operations environment
• Develop and maintain positive customer relations and coordinate with various groups within the center and field office to ensure customer requests and questions are handled appropriately and in a timely manner
• Communicate with relevant stakeholders (e.g. field producers, BSA etc.) to inform on the final resolution details within the expected timeframe per service level agreements (SLAs)
• Suggest improvement initiatives with relevant stake holders (field producers, BSA, TEA/TES) to keep the service delivery model moving toward a best in class environment

Qualifications

Competencies:

• Dedicated to serving the customer in a professional and courteous manner
• Capability of working in a team-oriented environment that is fair, open and honest
• Ability to effectively time manage (prioritize, organize, problem solve and meet strict goals/deadlines)
• Ability to communicate effectively and provide timely follow up
• Excellent organizational skills and attention to detail
• Action-oriented, using rigorous critical thinking and logic
• Intermediate computer skills (Microsoft Excel, Word and Power Point) with a willingness to learn new software technologies relevant to the position (e.g. Salesforce/Cases).
• Ability to leverage multiple systems to solve complex problems.

Compensation:$48k, $4k annual bonus, paid quarterly

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. To view the EEO is the law posterclick here. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [e-mail].

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.