Service Desk Analyst: Customer Care & Escalations

ASM Research, An Accenture Federal Services Company; Carson City (NV); On-site; USD 28,000 - 41,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks experienced customer service professionals to handle inbound/outbound calls, emails and chats while ensuring high customer satisfaction and SLA compliance. The role includes case logging, status research, and mentoring junior team members.

The candidate should have 5-8 years of customer service experience and an associate degree or equivalent work background. Travel to local Post Office for mail handling may occur.

Qualifications

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

Responsibilities

• Log cases and update the web-based agent desktop with each communication.
• Provide support to research and confirm status of customer requests.
• Train new customer service specialists and mentor teammates.
• Act as first line of internal escalation for calls and chats.
• Respect client guidelines and maintain SLA adherence.

Skills

Customer service

Communication skills

Problem solving

Adaptability

Listening skills

Education

Associate's degree or equivalent experience

Job description

ASM Research, An Accenture Federal Services Company, seeks experienced customer service professionals to handle inbound/outbound calls, emails and chats while ensuring high customer satisfaction and SLA compliance. The role includes case logging, status research, and mentoring junior team members.

The candidate should have 5-8 years of customer service experience and an associate degree or equivalent work background. Travel to local Post Office for mail handling may occur.