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This job was posted by https://idahoworks.gov : For more information, please see: https://idahoworks.gov/jobs/2193600 Customer Support Specialist

BCforward is currently seeking a highly motivated Customer Support Specialist for an opportunity in Boise, ID!

Position Title:

Customer Support Specialist

Location: Boise, ID

Anticipated Start Date:

04-25-2024

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration:

24 Plus Months (Contract)

Job Type: [FULLTIME (\>=30 HOURS WEEKLY], [CONTRACT], [ONSITE]

Pay Range:

\$16/hr to \$18/hr

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

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 can handle most unique situations.
• Frequently determines methods and procedures for new assignments.
• May supervise the activities of other non-exempt employee.

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:

• 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.

Work Environment:

• 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 impro ements.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

Keywords:

• Customer Service and Customer Support.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center