Service Desk Analyst — Customer Experience Champion

ASM Research, An Accenture Federal Services Company; Trenton (NJ); Sur place; USD 52 000 - 56 000; Plein temps

Résumé du poste

ASM Research, An Accenture Federal Services Company, seeks a seasoned customer service specialist to support inbound calls, emails, and chats while maintaining SLA adherence and a strong focus on customer satisfaction.

The role involves logging cases, guiding junior teammates, researching issues, and ensuring accurate, timely communication with clients. Some travel to a local Post Office may be required.

Qualifications

• Associate's Degree preferred or equivalent relevant experience.
• 5–8 years of customer service experience.

Responsabilités

• 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 analyses customer service issues to provide information and advanced long-term solutions in a timely manner.
• 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.

Connaissances

Strong customer focus

Excellent written & verbal comms

Problem solving

Calm under stress

Attention to detail

Formation

Associate's Degree preferred

Description du poste

ASM Research, An Accenture Federal Services Company, seeks a seasoned customer service specialist to support inbound calls, emails, and chats while maintaining SLA adherence and a strong focus on customer satisfaction.

The role involves logging cases, guiding junior teammates, researching issues, and ensuring accurate, timely communication with clients. Some travel to a local Post Office may be required.