[Hiring] Customer Service Representative II @IDEMIA

Role Description

• The Partner Advocate will update and maintain partner account plans and help identify areas for improvement that require additional support.
• Respond to inquiries and service requests that are handled directly or forwarded to the appropriate contact, department, or liaison through the lifecycle of the inquiry.
• Identify and anticipate solutions to individual Partner trends by documenting and tracking communications.
• Provide superior customer service for the full life cycle of the Partnership.
• Help sustain team metrics around call wait times, email response times, and time to close out escalated inquiries.
• Submit Enrollment Center Change Requests (CRM) such as planned closures, hours of operation updates, system upgrades, point of contact updates, etc.
• Monitor and/or submit approved supply requests and follow through on receipt.
• Support new partner deployment activities to ensure seamless transition/hand off of the relationship from Partner Acquisition to PSG.
• Provide partner feedback to support with expansion and/or replacement efforts.
• Clear understanding of the vetting and credentialing processes for all programs.
• Ensure staffing levels are met and facilitate onboarding of new partner EAs.
• Identify and report problems relating to Customer Satisfaction and Operational Performance.
• Assist in the collecting of feedback on Partner Satisfaction and retention.
• Support various partner communications.
• Perform and track tasks, progress, issues and risks associated with assigned areas of responsibility in a timely and accurate basis.
• Update and maintain account plans, confidential records and data.
• Understanding of contractual AQL’s and ability to effectively communicate.

Qualifications

• Ability to work independently and remotely with minimal direct day-to-day supervisor interaction.
• Must have excellent highly developed written and oral communication skills.
• Ability to manage issues and problems of medium to high complexity, and refer/escalate more complex issues to higher-level staff if necessary.
• Ability to diffuse and professionally respond to escalated situations.
• Ability to establish and maintain effective relationships with partners.
• High degree of drive and initiative.
• Ability to multitask and deal with ever changing priorities in a fast-paced work environment.
• Team player attitude with excellent interpersonal skills and the ability to work as a member of a virtual team.
• Able to complete a wide variety of tasks within the time constraints of each assignment.
• Proficient in Microsoft Outlook, Word and Excel with intermediate experience in PowerPoint.
• Excellent analytical, problem-solving skills and attention to detail.
• Extensive knowledge of applicable Federal and State programs in all supported territories.
• Proven ability to build and maintain working relationships with team members, colleagues, and other program stakeholders.
• Ability to work within a matrixed and geographically distributed organization.

Company Description