Customer Service Subject Matter Expert (SME)

AECOM; Mountain View (CA); On-site; USD 150,000 - 200,000; Full time

Job summary

AECOM seeks a Customer Service Subject Matter Expert (SME) to enhance our client interactions and support our team. In this role, you will oversee customer service operations, guide agents, and champion process improvements, ensuring exceptional service standards while contributing to our client's success. You're invited to be part of a progressive team that thrives on innovation and collaboration.

Benefits

Competitive rewards

Access to benefits programs

World-class learning resources

Qualifications

• Minimum of 2 years' experience in customer support.
• Self-motivated with excellent interpersonal skills.
• Able to manage workload with minimal supervision.

Responsibilities

• Provide quality customer service to drive customer experience.
• Assist agents with best practices and coaching.
• Identify and recommend process improvements.

Skills

Customer support experience

Interpersonal skills

Time management

Job description

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources, while gaining job experience with one of the world’s leading professional services organizations.

The Customer Service Subject Matter Expert (SME):

Key Responsibilities:

+ Provide quality customer service, to our end users which drives customer experience and key metrics that will be measured for accuracy and timeliness

+ Assist agents with questions and best practices, provide coaching and guidance to handling customers, resolving queries, and fostering a positive customer, client, and internal stakeholder relationship

+ Innovate, Identify and recommend process improvements

+ Maintains an awareness of the client’s business, operational activities, and processes.

+ Communicate relevant information to Team Leads and escalate issues or complex delivery items

Role Requirements:

+ This is an onsite in Fremont, CA

+ Must be flexible to work any shift between 5:00 am – 12:00 am PT including weekends and holidays

Basic Qualifications:

+ Minimum of 2 years' experience in customer support

Preferred Qualifications:

+ Self-motivated to work independently, with minimal supervision

+ Strong work ethic, taking personal accountability for accuracy and high-quality outputs and demonstrating integrity to core team values

+ Excellent time management skills, ability to proactively and independently manage workload and targets

+ Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing, recognizing the audience and communicating appropriately

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below.We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here. (https://www.accenture.com/us-en/careers/local/flexcareers#block-section-...)

Role Location Hourly Salary Range

California $33.64 to $33.64

Colorado $28.30 to $28.30

District of Columbia $28.54 to $28.54

Illinois $26.91 to $26.91

Minnesota $25.87 to $25.87

Maryland $25.50 to $27.10

New York/New Jersey $26.56 to $34.80

Washington $27.84 to $27.84

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/docu...) .

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 [phone], send us an email (https://www.accenture.com/us-en/about/contact-us) or speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.