Encore Talent Solutions is a trusted professional services firm dedicated to helping organizations achieve their goals by providing exceptional talent solutions. We partner closely with our clients to understand their unique culture and operational needs, delivering proactive support during times of growth, transition, and change. Our mission is to connect top talent with meaningful opportunities to drive business success.
Summary-
The Sr. CSA (Customer Support Associate) is a solution-oriented Support Associate with the enthusiasm, passion, and experience to be a pivotal member of the ONE# Team, responsible for being the voice of Support Services and responsible for providing excellent customer service. This associate will be a part of our team that handles all One# help desk requests from internal customers via phone, email, live chat, or social media with areas of functional specialization based on operational needs. Key responsibilities include achieving established Key Performance Indicators (KPIs), managing more complex and escalated customer inquiries, mentoring junior members, and contributing to the development of best practices. Demonstrating patience and empathy, the Sr. CSA resolves customer issues promptly and ensures follow-up communication to enhance customer satisfaction. This associate is responsible for informing the One# team of new tasks, keeping the One# team on these tasks, and mentoring junior associates.
ESSENTIAL FUNCTIONS-
Responds promptly and efficiently to critical user issues and outages
Create, update, and continuously maintain knowledge base articles for the team.
Manage ticketing system templates and categories
Conduct research and source solutions to address complex customer needs effectively
Maintain a courteous and professional demeanor while collaborating effectively with all levels of management and team members to foster a positive work environment
Work with other departments to facilitate knowledge base articles to increase FCR
Categorize calls to aid in resolution or assist in tracking / trending
Determine areas of opportunities such as training
Work with the training department provide areas of opportunities to assist in training materials development
Meet or exceed standard call center KPI’s such as SLA’s, Customer Satisfaction, escalation, follow up.
Utilize the ticketing solution to capture issues for metrics and trending
Manage documentation processes effectively, including onboarding, training and mentoring junior associates on best practices for customer service and operational procedures
Conduct data manipulation, analysis, and generate reports to meet departmental needs, supporting strategic decision-making and operational improvements. (e.g. trend analysis, open tickets, ticket volume, etc.)Provide regular feedback to management regarding process improvement opportunities, resource requirements, and daily operational challenges to enhance departmental goals
Improve One# customer service associate training and development program, establishing and creating job aids, knowledge base articles, onboarding documentation.
Analyze and identify trends
Proactively collaborate with leadership and IT partners when outages are identified
Review calls and tickets, providing coaching to junior associates to ensure consistent agent performance
Provide ad hoc project support as needed
Assist with User Acceptance Testing (UAT)
Serve as the liaison between the help desk and IT Tier 3 teams
Maintain all team documentation
Provide excellent customer service and respond promptly to all inbound inquiries
Build a relationship with each customer, and/or store
Contribute to a cohesive team that works collaboratively to provide exceptional customer service within the department along with cross-functional departments
Provide regular feedback to ONE# Manager as to trends, process improvement needs, resource needs, and daily challenges in achieving department goals
KNOWLEDGE, SKILLS, AND ABILITIES:
Excellent listening, written and verbal communication skills
Ability to problem-solve in a fast-paced environment with a solution-focused attitude
Flexible in shift assignments and work environment
Ability to follow-up on tasks to completion with minimal supervision required
Data manipulation, analysis, and application to reports relevant to department needs
Proficiency in supporting internal software programs
Ability to work effectively in a team environment, contributing to shared goals and supporting colleagues
Ability to multi-task, prioritize tasks, and manage time effectively to handle multiple customer interactions and responsibilities
Proficient in Microsoft Office 365, including Outlook, as well as other relevant software programs and tools necessary for performing essential job functions
Deep understanding of customer service principles and a commitment to delivering high-quality service
High level of attention to detail to ensure accuracy in data entry and communication
Ability to remain calm and composed under pressure, managing stress effectively to maintain a high level of customer service
EDUCATION AND WORK EXPERIENCE:
Direct customer service experience and training preferred
Minimum of 3 years of proven IT customer support experience as a strong performer in a similar administrative position
Automotive knowledge a plus
Preferred: Associate’s degree in computer science, network administration, or a related field; or equivalent industry-recognized IT certifications such as CompTIA A+, Network+, Security+, or Cisco CCNA.
PHYSICAL DEMANDS:
Operates in both an office setting, and within our retail operations.
Routinely uses standard office equipment such as computers and phones.
Walking, standing, sitting, listening, and talking on a wide variety and continual basis.
Required to stand, walk, use hands and fingers, handle and/or feel; lift/carry up to 25 pounds, and reach with hands and arms. \ ADDITIONAL REQUIREMENTS:
Must be authorized to work in the USA
Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
#J-18808-Ljbffr
Summary-
The Sr. CSA (Customer Support Associate) is a solution-oriented Support Associate with the enthusiasm, passion, and experience to be a pivotal member of the ONE# Team, responsible for being the voice of Support Services and responsible for providing excellent customer service. This associate will be a part of our team that handles all One# help desk requests from internal customers via phone, email, live chat, or social media with areas of functional specialization based on operational needs. Key responsibilities include achieving established Key Performance Indicators (KPIs), managing more complex and escalated customer inquiries, mentoring junior members, and contributing to the development of best practices. Demonstrating patience and empathy, the Sr. CSA resolves customer issues promptly and ensures follow-up communication to enhance customer satisfaction. This associate is responsible for informing the One# team of new tasks, keeping the One# team on these tasks, and mentoring junior associates.
ESSENTIAL FUNCTIONS-
Responds promptly and efficiently to critical user issues and outages
Create, update, and continuously maintain knowledge base articles for the team.
Manage ticketing system templates and categories
Conduct research and source solutions to address complex customer needs effectively
Maintain a courteous and professional demeanor while collaborating effectively with all levels of management and team members to foster a positive work environment
Work with other departments to facilitate knowledge base articles to increase FCR
Categorize calls to aid in resolution or assist in tracking / trending
Determine areas of opportunities such as training
Work with the training department provide areas of opportunities to assist in training materials development
Meet or exceed standard call center KPI’s such as SLA’s, Customer Satisfaction, escalation, follow up.
Utilize the ticketing solution to capture issues for metrics and trending
Manage documentation processes effectively, including onboarding, training and mentoring junior associates on best practices for customer service and operational procedures
Conduct data manipulation, analysis, and generate reports to meet departmental needs, supporting strategic decision-making and operational improvements. (e.g. trend analysis, open tickets, ticket volume, etc.)Provide regular feedback to management regarding process improvement opportunities, resource requirements, and daily operational challenges to enhance departmental goals
Improve One# customer service associate training and development program, establishing and creating job aids, knowledge base articles, onboarding documentation.
Analyze and identify trends
Proactively collaborate with leadership and IT partners when outages are identified
Review calls and tickets, providing coaching to junior associates to ensure consistent agent performance
Provide ad hoc project support as needed
Assist with User Acceptance Testing (UAT)
Serve as the liaison between the help desk and IT Tier 3 teams
Maintain all team documentation
Provide excellent customer service and respond promptly to all inbound inquiries
Build a relationship with each customer, and/or store
Contribute to a cohesive team that works collaboratively to provide exceptional customer service within the department along with cross-functional departments
Provide regular feedback to ONE# Manager as to trends, process improvement needs, resource needs, and daily challenges in achieving department goals
KNOWLEDGE, SKILLS, AND ABILITIES:
Excellent listening, written and verbal communication skills
Ability to problem-solve in a fast-paced environment with a solution-focused attitude
Flexible in shift assignments and work environment
Ability to follow-up on tasks to completion with minimal supervision required
Data manipulation, analysis, and application to reports relevant to department needs
Proficiency in supporting internal software programs
Ability to work effectively in a team environment, contributing to shared goals and supporting colleagues
Ability to multi-task, prioritize tasks, and manage time effectively to handle multiple customer interactions and responsibilities
Proficient in Microsoft Office 365, including Outlook, as well as other relevant software programs and tools necessary for performing essential job functions
Deep understanding of customer service principles and a commitment to delivering high-quality service
High level of attention to detail to ensure accuracy in data entry and communication
Ability to remain calm and composed under pressure, managing stress effectively to maintain a high level of customer service
EDUCATION AND WORK EXPERIENCE:
Direct customer service experience and training preferred
Minimum of 3 years of proven IT customer support experience as a strong performer in a similar administrative position
Automotive knowledge a plus
Preferred: Associate’s degree in computer science, network administration, or a related field; or equivalent industry-recognized IT certifications such as CompTIA A+, Network+, Security+, or Cisco CCNA.
PHYSICAL DEMANDS:
Operates in both an office setting, and within our retail operations.
Routinely uses standard office equipment such as computers and phones.
Walking, standing, sitting, listening, and talking on a wide variety and continual basis.
Required to stand, walk, use hands and fingers, handle and/or feel; lift/carry up to 25 pounds, and reach with hands and arms. \ ADDITIONAL REQUIREMENTS:
Must be authorized to work in the USA
Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
#J-18808-Ljbffr