Customer Support Specialist
Job details
Customer Support Specialist BC forward is currently seeking a highly motivated Customer Support Specialist for an opportunity in Boise, ID ! Position Title: Customer Support Specialist Location: Boise, ID Anticipated Start Date: 04-25-2024 Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date. Expected Duration: 24 Plus Months (Contract) Job Type: [FULLTIME (>=30 HOURS WEEKLY], [CONTRACT], [ONSITE] Pay Range: $16/hr to $18/hr Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.). Job Description:
- Uses ability as a skilled specialist to contribute to the development of new concepts/techniques and to complete assignments/tasks in innovative and effective ways.
- Expert knowledge on the general/technical aspects of the job.
- Works on assignments that are highly complex in nature where a strong degree of independent judgment, initiative, and technical knowledge are required to resolve problems.
- Work is completed independently and can handle most unique situations.
- Frequently determines methods and procedures for new assignments.
- May supervise the activities of other non-exempt employee.
- 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.
- Provide resolution and feedback based on analysis.
- Leads in projects for process or quality improvements and documents changes.
- Works with escalated customers and drives actions in post incident reviews.
- Manages multiple tasks or cases simultaneously without supervision.
- Acts as a mentor and may provide some supervision of other non-exempt employees.
- May provide input on training material for new and existing processes.
- Provide training to new and existing employees as needed.
- Process expert and subject matter expert on standard and nonstandard delivery types.
- High school education or equivalent; some college-level education preferred.
- Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college-level education.
- 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.
- Advanced knowledgeable in call routing and case management processes and obligation systems.
- Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
- Organizational skills to manage workflow and tasks.
- Process analysis and documentation.
- Ability to mentor and train new agents
- Ability to participate or lead in projects for process or quality improvements.
- Customer Service and Customer Support.
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