Customer Solutions Representative at Kforce Inc in Rio Rancho, New Mexico

Job Description:

RESPONSIBILITIES:

Kforce has a client that is seeking a Customer Solutions Representative in Rio Rancho, NM.

Responsibilities:

• Customer Solutions Representative will apply extensive knowledge, job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways


• Works on assignments that are complex in nature and require considerable judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions


• Work is completed with minimal supervision and assignments may be completed without established procedures


• May determine methods and procedures for new assignments


• Typically provides guidance to other non- exempt employees


• Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources


• As a Customer Solutions Representative, you will 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


• Participates/leads in projects for process or quality improvements


• Works with escalated customers and recommends actions in post incident reviews


• Manages multiple tasks or cases simultaneously with minimal supervision May act as a mentor or trainer in the team

REQUIREMENTS:

• High School diploma/GED or equivalent


• Typically requires 3- 5 years of general experience, or equivalent combination of experience and college level education


• Experience in customer facing role either remote or face to face


• Experience in a phone based remote role


• Experience in call routing and processes as well as case logging systems and obligation systems


• Comprehensive understanding of the general/technical aspects of the job


• Strong understanding of internal processes, tools, and usage of such tools in managing daily tasks


• Understands internal processes and tools


• Familiarity with computer technology


• Computer proficiency


• Superior communication skills both written and verbal


• Problem solving skills


• Accuracy in data entry


• Excellent fluency in language to be supported


• Time management skills


• Oversee compliance with operating procedures and standards


• Ability to mentor and train new agents

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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