Senior Service Desk Analyst — Customer Solutions

ASM Research, An Accenture Federal Services Company; Richmond (VA); On-site; USD 44,000 - 60,000; Full time

Job summary

ASM Research, an Accenture Federal Services Company, seeks a customer service specialist to support inbound/outbound calls, email, and web chat. You will log cases, research issues, and mentor junior specialists while ensuring quality and adherence to SLAs.

Qualifications include an associate degree or equivalent, 5–8 years of customer service experience, and the ability to maintain accuracy under pressure. Occasional local travel for mail retrieval may be required.

Qualifications

• Associate's Degree preferred or equivalent relevant experience.
• 5-8 years of customer service experience or related public relations experience.

Responsibilities

• Support inbound calling, email, web chat and/or mail application/inquiries.
• Logs cases, or updates an existing case to record each communication with a customer.
• Provides support to research and confirm status of requests and applications.
• Mentor new customer service specialists and perform quality assurance reviews.
• Occasional travel to local Post Office to retrieve mail and report mileage/travel expenses.
• Ensure compliance with client processing and program guidelines.

Skills

Customer focus

Adaptability

Communication skills

Enthusiasm

Customer rapport

Attention to detail

Problem solving

Organizational skills

Calm under pressure

Time management

Active listening

Education

Associate degree or equivalent

Job description

ASM Research, an Accenture Federal Services Company, seeks a customer service specialist to support inbound/outbound calls, email, and web chat. You will log cases, research issues, and mentor junior specialists while ensuring quality and adherence to SLAs.

Qualifications include an associate degree or equivalent, 5–8 years of customer service experience, and the ability to maintain accuracy under pressure. Occasional local travel for mail retrieval may be required.