[Hiring] Service Desk Analyst @ASM Research

Role Description

Provides a level of expertise to the Customer Support Services, which operates inbound call, outbound call, email, and/or web chat services, as well as back-office services. Displays an advanced understanding and focus on customer satisfaction and adherence to established Service Level Agreements (SLAs). May provide guidance to new/junior Team Members and perform quality assurance reviews of personnel calls, chats, uploads, and paper processing.

• Supports inbound calling, email, web chat and/or mail application/inquiries.
• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.
• Provides support to Customer to research and confirm status of requests and applications.
• Researches and analyzes customer service issues to provide information and advanced long-term solutions in a timely manner.
• Seeks opportunities to improve workflow and increase efficiencies.
• Takes initiative to suggest improvements and show ability to define possible solutions.
• Identifies key issues and patterns in solving problems and demonstrates ability to apply experience and knowledge of the issues and industry to resolve moderately complex problems.
• Responds to returned cases and/or specialized requests from client.
• Acts as the first line of response for internal escalation for calls and chats from Specialists.
• Responsible for reviewing the queue for calls and chats to be resolved.
• Performs manual linking and unlinking of award records and promissory/agreement to serve notes.
• Trains new customer service specialists, one-on-one, and mentors new and experienced specialists.
• May be responsible for occasional travel to local Post Office to retrieve mail.
• Adheres to mail retrieval process as outlined by the client to ensure proper chain of custody.
• Accurate reports mileage and travel expenses using corporate tool per company policy.
• Support Services shall be executed in compliance with processing and program guidelines published by the Client.

Qualifications

• Associate's Degree preferred or equivalent relevant experience.
• 5-8 years of customer service experience or related public relations experience.

Requirements

• Strong customer focused approach.
• Responsive and adaptable to new challenges or solutions.
• Excellent written and verbal communication skills.
• Ability to convey enthusiasm, energy and sincerity over the phone.
• Ability to foster a good working relationship and rapport with customers.
• Exceptional focus on accuracy and attention to detail.
• Strong problem solving and organizational skills.
• Ability to remain calm and courteous in periods of stress.
• Ability to maintain consistent progress towards set priorities.
• Ability to successfully adapt and perform during times of high call volume.
• Ability to provide effective customer service and deal tactfully and courteously with the public.
• Strong listening ability to interpret and clarify information being provided by customers.
• Strong commitment to providing quality service.

Benefits

• Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience.
• The compensation displayed for this role is a general guideline based on these factors and is unique to each role.
• Monetary compensation is one component of ASM's overall compensation and benefits package for employees.