Customer Solutions Representative

RESPONSIBILITIES:
Kforce is immediately adding a full-time Customer Support Representative in support of our nationally recognized, Consumer and Commercial Electronic R&D client in Boise, ID.Responsibilities: 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
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 has ability to 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
REQUIREMENTS:
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
Expert knowledge on the general/technical aspects of the job
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
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
PandoLogic. Keywords: Customer Service Representative, Location: BOISE, ID - 83725 , PL: 593592073