We're TEKsystems. We accelerate business transformation for our customers. We bring real-world expertise to solve complex technology, business and talent challenges-across the globe. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change. We're building tomorrow by delivering business outcomes and driving positive impacts in our global communities. TEKsystems is an Allegis Group company.
Scope: Support timely and efficient resolution of the inquiries/cases received as part of the center operations for assigned OpCo
Reports To: Case Resolution Supervisor
Job Summary: The Temporary Case Resolution Team is focused on ensuring that our internal and external customers receive timely resolution and a high level of service to their questions, concerns, and requests through the Connected platform.
Responsibilities
Key Responsibilities: • Provide world class service during every interaction to ensure high quality customer experience and timely/effective resolution of inquiries submitted • Answer customer requests or inquiries concerning general data updates, billing, pay discrepancies, expenses, spread and commissions, etc. • Capture, assign and resolve complex inquiries through the internal issue resolution system, respond to a high volume of inquiries in a back‐office center operations environment • Develop and maintain positive customer relations and coordinate with various groups within the center and field office to ensure customer requests and questions are handled appropriately and in a timely manner • Communicate with relevant stakeholders (e.g. field producers, BSA etc.) to inform on the final resolution details within the expected timeframe per service level agreements (SLAs) • Suggest improvement initiatives with relevant stake holders (field producers, BSA, TEA/TES) to keep the service delivery model moving toward a best in class environment
Qualifications
Competencies: • Dedicated to serving the customer in a professional and courteous manner • Capability of working in a team‐oriented environment that is fair, open and honest • Ability to effectively time manage (prioritize, organize, problem solve and meet strict goals/deadlines) • Ability to communicate effectively and provide timely follow up • Excellent organizational skills and attention to detail • Action-oriented, using rigorous critical thinking and logic • Intermediate computer skills (Microsoft Excel, Word and Power Point) with a willingness to learn new software technologies relevant to the position (e.g. Salesforce/Cases). • Ability to leverage multiple systems to solve complex problems.