Customer Service Specialist II (Night Shift)

ASM Research, An Accenture Federal Services Company; Springfield (IL); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading technology services firm is seeking a customer service representative to handle inbound and outbound communications. Responsibilities include maintaining customer support, analyzing service issues, and ensuring adherence to SLAs. Ideal candidates will have 2-5 years of experience in customer service, excellent communication skills, and proficiency in Microsoft Office. Flexible night shift options are available.

Qualifications

• 2-5 years of related experience in Customer Service or public relations.
• Ability to provide effective customer service and deal tactfully with the public.
• Exceptional problem solving and organizational skills.

Responsibilities

• Maintain end-to-end responsibility for customer’s support needs.
• Provide monitoring support and outreach for batch processing issues.
• Research and analyze customer service issues to provide solutions.
• Provide support to research COD processing status of data.
• Adaptable to ever changing requirements/workflows.
• Log and update cases for communication with customers.

Skills

Customer service skills

Problem solving

Attention to detail

Communication skills

Organizational skills

Education

High School Diploma or GED

Tools

Microsoft Office Tools

Job description

Overview

Responsible for intermediate level inbound call, outbound call, email and web chat services, as well as back-office services. Applies skills and experience to show a focus on customer satisfaction and adherence to established Service Level Agreements (SLAs).

Responsibilities

• Maintains end-to-end responsibility for customer’s support needs providing timely, reliable, and courteous service.

• Provides monitoring support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as requested.

• Researches and analyzes customer service issues to provide information and solutions in a timely manner.

• Works with a moderate degree of supervision to deliver consistent results and effective resolutions to customers.

• Provides support to Customer to research and confirm COD processing status of data such as promissory notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer information, etc.

• Performs analysis of COD borrower data integrity situations identified by Customer.

• Demonstrates enhanced service skills in identifying core customer issues and providing long-term solutions.

• Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures.

• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.

• Support Services shall be executed in compliance with processing and program guidelines published by Customer.

• Live agent support via camera guiding enrollee through workflow

• Adaptable to ever changing requirements/workflows

• Real-time trouble shooting, capturing screenshots and gathering data

• Clear, concise communication skills.

• Flexible work schedule night shifts – 6:30 p.m.EST to 3:30 a.m EST or 11:00 p.m. to 8:00 a.m.

• Ability to navigate multiple screens/sessions via multiple enrollments

• Experience with Microsoft Office Tools

Minimum Qualifications

• High School Diploma or GED.

• 2-5 years or related experience in Customer Service or public relations.

Other Job Specific Skills

• Excellent customer service skills.

• Ability to provide effective customer service and deal tactfully and courteously with the public.

• Strong commitment to providing quality service.

• Strong attention to detail and accuracy.

• Ability to convey enthusiasm, energy and sincerity over the phone.

• Exceptional problem solving and organizational skills.

• Ability to foster a good working relationship and rapport with customers.

• Ability to adapt to new processes or procedures.

• Ability to interact effectively with others

• Excellent written and verbal communication skills.

Compensation

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties" or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

22.00 - 24.00