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Customer Service Agent

Company: Collabera
Location: Rio Rancho
Posted on: January 14, 2020

Job Description:

Rio Rancho, New MexicoSkills : customer service,communications,callDescription : Information technologyIndustryConsumer Escalation Specialist6-12 months contract to hireRio Rancho, NMRequired Skills:Superior communication skills both written and verbalExperience in customer facing role either remote or face to faceUnderstands internal processes and toolsComputer proficiencyProblem solving skillsAccuracy in data entryExcellent fluency in language to be supported.Experience in a phone based remote roleFamiliarity with computer technologyTime management skillsOversee compliance with operating procedures and standardsKnowledgeable in call routing and case management processes as well as case logging systems and obligation systemsUnderstands internal processes and toolsResponsibilities: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.Skillset:A little similar to ELITE! Main difference is that we do NOT require a technical background with computer hardware. We're looking for people who are savvy with MS office applications such as Outlook, Word, and Excel. We need people who can multi task, work in a fast paced environment, have great attention to detail, and can prioritize multiple priorities without skipping a beat. This position is responsible for providing "general," customer service to customers. These agents will not be required to do technical support, and the issues they'll be solving are more along the lines of an issue with their warranty, maybe a product wasn't delivered on time, maybe they need help ordering a new ink jet cartridge for their printer, etc. It could be anything! I've attached a more formal JD that is a bit more specific. - provided by Dice

Keywords: Collabera, Rio Rancho , Customer Service Agent, Sales , Rio Rancho, New Mexico

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