Service Desk Specialist: Elevate Customer Support

ASM Research, An Accenture Federal Services Company; Springfield (IL); Vor Ort; USD 33.000 - 36.000; Vollzeit

Zusammenfassung

ASM Research, An Accenture Federal Services Company in Springfield, IL, is seeking a customer service professional to support inbound calls, emails, and chats, and to log cases in a web-based agent tool. You will research status, resolve moderately complex issues, and mentor junior staff.

The role emphasizes accuracy, detailed documentation, and excellent communication, with occasional local travel for mail retrieval as needed.

Qualifikationen

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

Aufgaben

• 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.
• 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.
• Train new customer service specialists, one-on-one, and mentor new and experienced specialists.

Kenntnisse

Customer-focused

Written & verbal comms

Phone etiquette

Stress management

Problem solving

Attention to detail

Team mentoring

Quality assurance

Ausbildung

Associate's Degree or equivalent

Jobbeschreibung

ASM Research, An Accenture Federal Services Company in Springfield, IL, is seeking a customer service professional to support inbound calls, emails, and chats, and to log cases in a web-based agent tool. You will research status, resolve moderately complex issues, and mentor junior staff.

The role emphasizes accuracy, detailed documentation, and excellent communication, with occasional local travel for mail retrieval as needed.