What are the responsibilities and job description for the Customer Solutions Rep IV position at eTeam?
Job: Customer Solutions Rep IV
Duration: 2 Years
Location: Boise, ID, 83714
Job Description:
Duration: 2 Years
Location: Boise, ID, 83714
Job Description:
- Utilize expert knowledge to develop new concepts and techniques.
- Work independently on highly complex assignments requiring strong judgment and initiative.
- Validate customer entitlement and manage service requests through various access channels.
- Monitor service events for compliance and provide resolution based on analysis.
- Lead projects for process or quality improvements and document changes.
- Handle escalated customer cases and drive actions in post-incident reviews.
- Manage multiple tasks or cases simultaneously without supervision.
- Mentor and supervise other non-exempt employees, providing training as needed.
- Serve as a process and subject matter expert on delivery types.
- High school education or equivalent; some college level education preferred.
- Minimum of 5 years of general experience, or equivalent combination of experience and education.
- Superior written and verbal communication skills.
- Experience in customer-facing roles, either remote or face-to-face.
- Strong understanding of internal processes and tools.
- Proficient in computer technology and problem-solving skills.
- Accuracy in data entry and excellent fluency in the supported language.
- Experience in phone-based remote roles and familiarity with call routing.
- Effective time management and organizational skills.
- Ability to analyze and document processes and mentor new agents.
- Capable of leading projects for process or quality improvements.
