Senior Service Desk Specialist

ASM Research, An Accenture Federal Services Company; Dover (DE); In loco; USD 2.066.000 - 3.444.000; Tempo pieno

Descrizione del lavoro

ASM Research, an Accenture Federal Services company, is seeking a customer service professional to provide inbound/outbound call, email, and web chat support. The role includes case logging, status research, and guidance to junior team members, with occasional mail retrieval travel as required.

Minimum qualifications include an Associate's Degree or equivalent experience and 5–8 years in customer service or related public relations.

Competenze

• Associate's Degree preferred or equivalent relevant experience.
• 5-8 years of customer service experience or related public relations experience.
• Strong customer focused approach.
• Responsive and adaptable to new challenges or solutions.
• Excellent written and verbal communication skills.
• Ability to convey enthusiasm, energy and sincerity over the phone.
• Ability to foster a good working relationship and rapport with customers.
• Exceptional focus on accuracy and attention to detail.
• Strong problem solving and organizational skills.
• Ability to remain calm and courteous in periods of stress.
• Strong listening ability to interpret and clarify information being provided by customers.
• Strong commitment to providing quality service.

Mansioni

• Supports inbound calling, email, web chat and/or mail application/inquiries.
• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.
• Provides support to Customer to research and confirm status of requests and applications.
• Researches and analyzes customer service issues to provide information and advanced long-term solutions in a timely manner.
• Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures.
• Takes initiative to suggest improvements and show ability to define possible solutions.
• Identifies key issues and patterns in solving problems and demonstrates ability to apply experience and knowledge of the issues and industry to resolve moderately complex problems.
• Responds to returned cases and/or specialized requests from client.
• Acts as the first line of response for internal escalation for calls and chats from Specialists.
• Responsible for reviewing the queue for calls and chats to be resolved.
• Performs manual linking and unlinking of award records and promissory/agreement to serve notes.
• Train new customer service specialists, one-on-one, and mentor new and experienced specialists.
• May be responsible for occasional travel to local Post Office to retrieve mail. Adheres to mail retrieval process as outlined by the client to ensure proper chain of custody. Accurate reports mileage and travel expenses using corporate tool per company policy.
• Support Services shall be executed in compliance with processing and program guidelines published by the Client.

Descrizione del lavoro

ASM Research, an Accenture Federal Services company, is seeking a customer service professional to provide inbound/outbound call, email, and web chat support. The role includes case logging, status research, and guidance to junior team members, with occasional mail retrieval travel as required.

Minimum qualifications include an Associate's Degree or equivalent experience and 5–8 years in customer service or related public relations.