Customer Solutions Rep

• 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
• Participates 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

• Typically requires 3-5 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
• Oversee compliance with operating procedures and standards
• Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems

Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Contacts, Customer Experience Strategy, Customer Service, Customer Solutions, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, External Customers, Follow-Through, Growth Mindset

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion