Account Support Rep Level 4

CTG is seeking to fill an Account Support Rep Level 4 opening for our client in Tampa, FL.

Location: Tampa, FL

Duration: Ongoing contract

Overview:

The Customer Service Representative leads the daily work functions for service delivery for HCA Healthcare Enterprise. The objective of the position is to drive superior customer service by demonstrate & executing external communication strategy to articulate value and capability of the solutions and support the strategy. Objective of the position is to drive superior customer service through participation and coordination, with on-site team (4 employees or greater), of workflow and team activities to meet the contracted service levels. Role will interact with internal account team members (sales & operations, and 3rd party) to ensure the team supports account strategies and initiatives. The CSR has responsibility to support the implementation of the different workflows initiatives as well as coordinate deliverables & reporting internally and externally with the customer, account team and 3rd party providers. Key components of success include SLA achievement client satisfaction and retention, teamwork (internally & externally) and a closed loop communication process. The main focal point for daily customer communications and escalations.

Duties:

• Manage communications for jobs in progress, any special requests, and working with production on timelines with customer/3rd party vendors.
• The Customer Service Representative will act the first point of contact focused on supporting a specified customer base for all project discussion, job inquiry, and vend support. Additionally focuses on improving customer experience and awareness of client’s needs.
• Develop a community of practice.
• Shifts may vary based on geography.
• Communicate with day-to-day account key contacts and 3rd Party providers (i.e. service, 3rd party vendors, etc.)
• Record all incidents that occur inside the operation associated w/solutions to ensure Timeliness SLA is met. Response expectation within 1-4 hrs.
• Participation in quality & procedures’ improvement initiatives.
• Develop coverage plan for back-up as required.
• Awareness of all contracted SLAs are consistently achieved and tracked.
• Coordinates employee customer training (order, tracking process).
• Implements and supports Critical Processes such as Client Accounts Procedures Manual, (CAPM) via Global Services Delivery Model.
• Build & update WebCRD catalogue for assigned Division during onboarding process and as client requests; to included edited or new catalogue items.
• Become proficient with online Tools (WebCRD, ODNet, etc.)
• Communicate rejected file issue via online tools with 1-2 hours of notifications.
• Vend custom jobs per Division, per customer requirements & track – Client order tracking included; report monthly to Vend Coordinator.
• Workload balance with team members – i.e. when load has dropped reach out to Site Coordinator/team to offer support.

Experience:

• 5+ years relevant experience
• Experience with extensive array of network color printer and Digital Front Ends
• Experienced with advanced principles of color theory, color calibration process and instruments, color management, gamuts, and ICC color profiling

Education:

• Minimum High School diploma or equivalent

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Krista Eckard at 716-887-7376 or Krista.Eckard@ctg.com. Kindly forward this to any other interested parties. Thank you!

CTG is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit www.ctg.com.

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company in every country in which we operate.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.