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

RLA Engineering LLC jobs

Customer Solutions Rep