Service Desk Analyst

ASM Research, An Accenture Federal Services Company; Augusta (ME); On-site; USD 34,000 - 41,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking experienced customer service professionals to handle inbound/outbound calls, emails, and web chat. The role focuses on customer satisfaction, logs all interactions, and researches issues to provide timely, long-term solutions.

The position requires 5–8 years of customer service experience, an Associate's degree or equivalent, and strong communication skills.

Qualifications

• Associate's Degree preferred or equivalent relevant experience.
• 5-8 years of customer service experience or related public relations experience.
• Strong written and verbal communication skills.
• Ability to mentor and train new staff.

Responsibilities

• Supports inbound calling, email, web chat and/or mail inquiries.
• Logs cases and updates to record each communication with the customer.
• Researches and analyzes customer service issues to provide solutions.
• Train new customer service specialists and mentor staff.
• Respond to returned cases and assist internal escalation.
• Review queue and ensure calls/chats are resolved.
• Adhere to client processing guidelines and quality standards.

Skills

Customer service

Written communication

Verbal communication

Active listening

Problem solving

Attention to detail

Mentoring

Adaptability

Workflow improvement

Team collaboration

Education

Associate's degree or equivalent

Job description

Provides a level of expertise to the Customer Support Services, which operates inbound call, outbound call, email, and/or web chat services, as well as back-office services. Displays an advanced understanding and focus on customer satisfaction and adherence to established Service Level Agreements (SLAs). May provide guidance to new/junior Team Members and perform quality assurance reviews of personnel calls, chats, uploads, and paper processing.

• 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. All cases shall be logged in a web-based agent desktop application.
• Provides support to Customer to research and confirm status of requests and applications.
• Researches and analayzes 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.
• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.
• 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.

Minimum Qualifications

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

Other Job Specific Skills

• 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.
• Ability to maintain consistent progress towards set priorities.
• Ability to successfully adapt and perform during times of high call volume.
• Ability to provide effective customer service and deal tactfully and courteously with the public.
• Strong listening ability to interpret and clarify information being provided by customers.
• Strong commitment to providing quality service.

Compensation Ranges

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.

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EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, 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, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.