Applies extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways. Comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require considerable judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions. Work is completed with minimal supervision and assignments may be completed without established procedures. May determine methods and procedures for new assignments.
Typically guides other non-exempt employees. Responsibilities: Responsible for validating customer entitlement, and log case for 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. Review 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.Participates/leads 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 May act as a mentor or trainer in the team.Education and Experience Required: High school education or equivalent. Typically requires 3- 5 years of general experience or an equivalent combination of experience and college-level education. Knowledge and Skills: Superior communication skills both written and verbal experience in customer-facing roles either remote or face to faceUnderstands internal processes and toolsComputer proficiency solving skillsAccuracy in data entryExcellent fluency in language to be supported.Experience in a phone-based remote roleFamiliarity with computer technology time management skillsOversee compliance with operating procedures and standards 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
