Customer Solutions Rep IV

Responsibilities

• Apply extensive job skills and company knowledge to complete complex, specialized assignments/tasks creatively and effectively.

• Comprehensive understanding of general/technical job aspects.

• Work on complex assignments requiring considerable judgment, initiative, and technical/specialized knowledge.

• Complete work with minimal supervision and sometimes without established procedures.

• Determine methods and procedures for new assignments.

• Provide guidance to other non-exempt employees.

Specific Duties

• Validate customer entitlement and log cases for proper routing or dispatching.

• Monitor service events through completion for compliance.

• Manage service requests from customers through various access channels.

• Review customer feedback related to entitlement and case management.

• Analyze statistics related to customer access (phone) and case management.

• Provide resolution and feedback based on analysis.

• Participate in or lead projects for process or quality improvements.

• Handle escalated customers and recommend actions in post-incident reviews.

• Manage multiple tasks or cases simultaneously with minimal supervision.

• May act as a mentor or trainer within the team.

Education and Experience Required

• High school education or equivalent.

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

Knowledge and Skills

• Superior written and verbal communication skills.

• Experience in customer-facing roles, either remote or face-to-face.

• Understanding of internal processes and tools.

• Computer proficiency.

• Problem-solving skills.

• Accuracy in data entry.

• Excellent fluency in the supported language.

• Experience in a phone-based remote role.

• Familiarity with computer technology.

• Time management skills.

• Oversee compliance with operating procedures and standards.

• Experience in call routing and processes, case logging systems, and obligation systems.

• Strong understanding of internal processes and tool usage.

• Ability to mentor and train new agent

Pay Details: $20.00 to $26.34 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.akkodis.com/en/us/candidate-privacy-policy

The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.