Job Title: Customer Solutions Representative
Employee Type: WS
Expected Weekly Hours: 40
Location: Rio Rancho, NM 87144 (Remote)
Pay Rate: 16.60 per hour
Position Summary
This position is responsible for delivering exceptional customer service and support. We are seeking a Customer Solutions Representative who can apply extensive knowledge of job skills, company policies, and procedures to complete complex, specialized assignments and tasks in creative and effective ways.
Responsibilities
- Validate customer entitlement and log cases for the purpose of routing or dispatching end-users to the proper resources.
- Monitor service events through completion to ensure compliance.
- Manage service requests from customers through different access channels.
- Review customer feedback related to customer entitlement and case management, and analyze statistics related to customer access (phone) and case management.
- Provide resolution and feedback based on analysis.
- Participate in or lead projects for process or quality improvements.
- Work with escalated customers and recommend actions in post-incident reviews.
- Manage multiple tasks or cases simultaneously with minimal supervision.
- Act as a mentor or trainer within the team.
- Provide enterprise optimization resources to deliver:
- Subject matter expertise in analysis, business processes, trends, technologies, and tactics to effectively meet objectives.
- Objectivity by making recommendations that are in the best interest of the company.
- Positive engagement with lines of business, evaluation and execution of best practices relative to print optimization, and ongoing optimization and reduction of costs.
- Planning and execution of print reduction initiatives.
- Print strategy guidance and thought leadership.
- Monitor and maintain system, server, and application health.
- Ensure workstations, servers, and print devices being monitored are continuing to report.
- Work collaboratively to resolve issues related to the status and reporting of connected workstations, servers, and print devices.
- Manage the software infrastructure and provide ongoing system administration, management, and support of the Customer deployed system technology and functionality.
- Test, plan, and deploy technology solutions.
- Perform other duties as needed
Education and Credential Requirements
- Eligible to work in the US without RLA sponsorship for employment visa status
Experience Requirements
- Customer Service Expertise: 2 to 3+ years of experience in a customer-facing role, either remote or face-to-face, demonstrating superior communication skills and a strong commitment to customer satisfaction.
- Technical Proficiency: Proven experience in troubleshooting and resolving technical issues, with a comprehensive understanding of computer technology, including CRM software (e.g. Microsoft Dynamics, Sales Force)
- Experience with sales enablement Software (e.g. Outreach, Insides Sales)
- Process Knowledge: In-depth understanding of internal processes and tools, with the ability to oversee compliance with operating procedures and standards.
- Case Management: Experience in call routing and processes, as well as case logging systems and obligation systems, ensuring accurate and timely documentation of customer interactions.
- Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to evaluate complex situations and develop effective solutions.
- Data Management: Accuracy in data entry and proficiency with case management databases and tools, ensuring precise and efficient handling of customer information.
- Time Management: Effective time management skills, with the ability to manage multiple tasks or cases simultaneously with minimal supervision.
- Mentorship and Training: Experience in mentoring and training new agents, providing guidance and support to ensure team success.
- Project Participation: Participation in or leadership of projects aimed at process or quality improvements, demonstrating initiative and a proactive approach to enhancing customer service.
- System Administration: Experience in managing software infrastructure and providing ongoing system administration, management, and support of deployed system technology and functionality.
- Technology Deployment: Experience in testing, planning, and deploying technology solutions.
Skills Requirements
- Superior communication skills, both written and verbal.
- Experience in a customer-facing role, either remote or face-to-face.
- Understanding of internal processes and tools.
- Computer proficiency.
- Strong problem-solving skills.
- Accuracy in data entry.
- Excellent fluency in the language to be supported.
- Experience in a phone-based remote role.
- Familiarity with computer technology.
- Effective time management skills.
- Ability to oversee 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.
Work Environment
- The position typically operates in a standard office environment and/or from employee’s home
- Be able to lift and/or move up to 25 pounds
Pay Range: $16.60 per hour
