What are the responsibilities and job description for the Hybrid Customer Service Representative position at Sintra Technologies?
Position Title: Hybrid Customer Service Representative
Location: Boise, ID, 83714
Expected Duration: 24 Months (contract to hire position)
Note: Looking for Boise, Idaho residents. Will need to be able to come onsite every Wednesday and Thursday.
Job Description:
- Uses ability as a skilled specialist to contribute to the development of new concepts/techniques and to complete assignments/ tasks in innovative and effective ways.
- Expert knowledge on the general/technical aspects of the job.
- Works on assignments that are highly complex in nature where a strong degree of independent judgment, initiative and technical knowledge are required to resolve problems.
- Work is completed independently and has ability to handle most unique situations.
- Frequently determines methods and procedures for new assignments.
Responsibilities:
- Responsible for 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.
Education and Experience Required:
- High school education 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.
Knowledge and Skills:
- 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.
- Oversee compliance with operating procedures and standards.
- 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.
Job Type: Full-time
Pay: $16.50 per hour
Expected hours: 40 per week
Shift:
- Day shift
Work Location: On the road
Salary : $17
