Job Title: Customer Solutions Rep IV
Location: Rio Rancho, NM 87144
Duration: 2 years Contract
JOB DESCRIPTION:
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.
.Education and Experience Required:
High school education or equivalent.
Typically requires 3- 5 years general experience, or equivalent combination of experience and college level education.
Knowledge and Skills: Superior communication skills both written and verbal
Experience in customer facing role either remote or face to face
Experience in call routing and processes as well as case logging systems and obligation systems
Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
Ability to mentor and train new agents
