Customer Service Specialist

Responsibilities:

• Manage the escalated service requests of customers through different access channels.
• Take Inbound calls for customers calling into Escalations department. Route to appropriate area and or open a new case/complaint or escalate current case/complaint.
• Work Ecase complaints and provide resolution to customer within specific timeframes and expectations.
• Work flow daily 15- 20 calls and 40- 50 complaints overall to work and resolve
• Responsible for validating customer entitlement. Log case to provide a resolution or routing and dispatching an end-user to the proper resources.
• Act as a customer advocate
• Collaborate with other departments within client to find solutions.
• Monitor the service event through completion for compliance.
• Reviews customer feedback related to customer entitlement, case management, and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.
• Applies developed knowledge of the job skills, company policies and procedures to complete a wide variety of difficult assignments/tasks.
• Thorough understanding of the general/technical aspects of the job.
• Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment.
• Manages multiple tasks or cases simultaneously without supervision.
• Preserve customer relationships and protect the business.
• Total customer ownership.

Job Types: Full-time, Contract

Pay: $17.00 per hour

Experience level:

• 1 year
• 2 years
• Under 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person
• Office

Ability to Commute:

• Rio Rancho, NM 87144 (Required)

Willingness to travel:

• 25% (Required)

Work Location: In person