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Job Title: Processing SpecialistJob Description

The team has implemented a ticketing system that customers utilize for inquiries, requests, or issues. The Processing Specialist will be responsible for receiving customer tickets, assessing their needs, and rerouting the tickets to the appropriate team.

Responsibilities

• Receive and assess customer tickets to determine the appropriate course of action.

• Reroute customer tickets to the appropriate team for resolution.

• Communicate directly with customers and internal teams to ensure ticket resolution.

• Capture and document customer requests accurately.

• Pull and review performance metrics, including ticket resolution time, first response time, and customer satisfaction scores.

• Troubleshoot and resolve customer issues, escalating when necessary.

• Identify trends in customer issues and contribute to proactive solutions.

• Manage multiple tickets simultaneously and prioritize tasks based on urgency and impact.

• Ensure accurate documentation and follow-through for all tickets.

Essential Skills

• Process improvement

• Analytics

• Customer service skills

• Analytical skills

• Problem-solving abilities

• Organization skills

• Customer-centric mindset

• Metrics-driven performance

Additional Skills & Qualifications

• Customer service experience, preferably in a call center environment

• Very strong written and verbal communication skills

• Experience with handling requests and routing them to the appropriate parties

• Familiarity with key performance indicators (KPIs) such as ticket resolution time, first response time, and customer satisfaction scores

• Basic understanding of troubleshooting and resolving customer issues

• Strong analytical and critical-thinking skills

• Proactive approach to identifying and solving customer issues

• Ability to manage multiple tasks and prioritize based on urgency

• Attention to detail to ensure accurate ticket documentation

• High school diploma

Work Environment

The Processing Specialist will work in an office setting 5 days a week, with a schedule of Monday to Friday from 8am to 5pm. The dress code is business casual.

Pay and Benefits

The pay range for this position is $17.00 - $20.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in San Antonio,TX.

Application Deadline

This position is anticipated to close on Feb 18, 2025.

About Aston Carter:

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

Diversity, Equity & Inclusion

At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

• Hiring diverse talent

• Maintaining an inclusive environment through persistent self-reflection

• Building a culture of care, engagement, and recognition with clear outcomes

• Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.