Service Desk Specialist: Elevate Customer Support

ASM Research, An Accenture Federal Services Company; Oklahoma City (OK); On-site; USD 42,000 - 66,000; Full time

Job summary

ASM Research, an Accenture Federal Services Company, is seeking an experienced customer service professional in Oklahoma City. You will support inbound calls, emails, and chats, log and track cases, and resolve moderately complex customer inquiries with accuracy and courtesy.

You will mentor junior specialists, strive for process improvements, and ensure adherence to client SLAs. Travel to a local Post Office may be required to retrieve mail, with proper documentation of mileage.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service excellence

Adaptability

Communication skills

Enthusiasm over phone

Rapport with customers

Attention to detail

Problem solving

Calm under stress

Time management

High call volume performance

Tactful customer service

Active listening

Quality service commitment

Education

Associate's Degree

Job description

ASM Research, an Accenture Federal Services Company, is seeking an experienced customer service professional in Oklahoma City. You will support inbound calls, emails, and chats, log and track cases, and resolve moderately complex customer inquiries with accuracy and courtesy.

You will mentor junior specialists, strive for process improvements, and ensure adherence to client SLAs. Travel to a local Post Office may be required to retrieve mail, with proper documentation of mileage.