Customer Solutions Representative

Responsibilities

Kforce is immediately adding a full-time Customer Solutions Representative in support of our nationally recognized, Consumer and Commercial Electronic R&D client in Rio Rancho, NM. Responsibilities:

• 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

Skills

• High School diploma/GED 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
• 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
• 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.


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Kforce is a professional staffing services firm offering Technology and Finance & Accounting jobs with top employers nationwide. We specialize in providing contract, contract-to-hire and direct placement opportunities, with over 50 years of experience in the staffing industry. Kforce offers many consultants comprehensive benefits depending on employment status, including medical, dental, 401(K), life insurance and disability. Our vision is to be "the firm most respected by those we serve."