Customer Solutions Representative

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
• 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