Innova Solutions is immediately hiring for a Customer Support Specialist 3:
Position type: Contract
Duration: 6 Months
Location: Blue Ash, OH – On-site
As a Customer Support Specialist 3 , you will:
The Corporate Resolutions Specialist is responsible for resolving the most escalated customer-initiated issues to the highest professional standards.
The objective of the position is to advocate for our Customers by delivering world-class customer service and managing all escalations to attain the best possible response/resolution.
In Customer Escalations, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.
Job Responsibilities
- Ensure that all customer escalations and complaints are managed to excellent professional standards and within terms and policies.
- Receive inbound contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met. Maintain personal and team accountability for productivity and efficiency.
- Demonstrate ownership of customer issues and work proactively with business units, partners and vendors to manage issues through to a complete resolution in a timely manner.
- Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.
- Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.
- Advocate as the voice of the customer to company. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
- Understand current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes.
- Share information and knowledge with other team members to recognize and reduce the number of repeated issues.
- Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
- Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
- Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.
- Support employees and executives with resolving customer issues.
- Maintain contact with all other relevant customer groups within company to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation.
- Actively participate in ensuring that knowledgebase is up to date.
- Participate in team meetings, discussions and other activities as required in order.
- Perform other duties as assigned.
The ideal candidate will have:
- 2+ years of call center customer service experience required.
- Previous corporate escalations or higher tier experience desired.
- Exceptional verbal and written communication skills.
- Ability to communicate effectively with all levels of management and company personnel.
- Exceptional problem-solving skills.
- Highly effective organizational skills.
- Demonstrated negotiation and conflict management skills.
- Proficiency in MS Outlook, Word, PowerPoint and Excel skills required.
- Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.
- Ability to work seated for a prolonged period of time.
- Ability to work independently and follow directions related to your job with little follow-up by your manager.
Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.
We are currently interviewing to fill this and other similar positions. If this role is not a fit for you, we do offer a referral bonus program for referrals that we successfully place with our clients, subject to program guidelines. ASK ME HOW.
Thank you!
Amanda Bazurto-Smith
Recruiter
PAY RANGE AND BENEFITS:
Pay Range*: $18 – $20 per hour
*Pay range offered to a successful candidate will be based on several factors, including the candidate’s education, work experience, work location, specific job duties, certifications, etc.
Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.
Recent Recognitions:
- One of Largest IT Consulting Staffing firms in the USA – Recognized as #4 by Staffing Industry Analysts (SIA 2022)
- ClearlyRated® Client Diamond Award Winner (2020)
- One of the Largest Certified MBE Companies in the NMSDC Network (2022)
- Advanced Tier Services partner with AWS and Gold with MS
Website : https://www.innovasolutions.com/
Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hr@innovasolutions.com or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.
The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.