Case Resolution Specialist – Customer Service

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

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.