Schedule:
- Training: M-F 7-4 or 8-5 Monday-Thursday onsite, Friday work-from-home
- Operating Hours: M-F 7-4, 8-5, 9-6 for a 40 hour work week, with 8 hour shifts. One day a week onsite, four days a week work-from-home
Required Skills:
- Superior communication skills both written and verbal
- Experience in customer facing role either remote or face to face
- Understands internal processes and tools
- Computer proficiency
- Problem solving skills
- Accuracy in data entry
- Excellent fluency in language to be supported.
- Experience in a phone based remote role
- Familiarity with computer technology
- Time management skills
- Oversee compliance with operating procedures and standards
- Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems
- Understands internal processes and tools
Responsibilities:
- Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
- Monitor the service event through completion for compliance.
- Manage the service requests of customers through different access channels.
- Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management.
- Participates in projects for process or quality improvements.
- Works with escalated customers and recommends actions in post incident reviews.
- Manages multiple tasks or cases simultaneously with minimal supervision.
