Customer Solutions Specialist

Job Title:

Customer Solutions Rep IV
Location:

Rio Rancho, NM
Onsite Requirement:

Will need to be able to come onsite Tuesday, Wednesday and Thursday
Duration:

24 + Months
Pay Rate:

$18 - 19.39/hr. on W2 all-inclusive without benefits

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Job Description
SMB Chat Responsibilities
Gathers and assesses SMB customers' hardware, software and technical needs.
Generates leads to specific departments based on customers’ needs and segments.
Identifies related future needs for lead generation, opportunity expansion.
Identifies customer specific parameters and constraints that impact the solution.
Investigates and optimizes a solution to fit the requirements of the customer.
Identifies probable competition.
Solicits inputs from team members as required.
Anticipates some of the potential challenges for the proposed solution.
Assists peers in area of expertise as needed.
Assists SMB customers in placing orders via chat.

Description
Applies extensive knowledge the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways. Comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require considerable judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions. Work is completed with minimal supervision and assignments may be completed without established procedures. May determine methods and procedures for new assignments. Typically provides guidance to other non-exempt employees.

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.
Participates/leads in projects for process or quality improvements.
Works with escalated customers and recommends actions in post incident reviews.
Manages multiple tasks or cases simultaneously with minimal supervision.
May act as a mentor or trainer in the team.

Education and Experience Required
High school education or equivalent. xsgimln
Typically requires 3–5 years general experience, or equivalent combination of experience and college level education.