PA - Back Office

Responsibilities

•    Provides excellent Customer Service
•    Researches supplier inquiries and provide information through voice or written communication
•    Provides details on accesses needed for suppliers to utilize self-service tools
Escalates tickets to business areas for opportunities that cannot be resolved in the Contact Center.
•    Communicate in a professional manner with customers at all times; engage support team when assistance is needed.
•    Proper grammar and spelling in written communications with customers
•    Meet expectations of productive time using time management skills
•    Comply with company policies, procedures, and standards of ethics and integrity
•    Monitor Boards, Aux Times & follow up with Agents as needed
•    Notify Managers of trends regarding aux times
•    Assist agents during high aux out time
•    Take escalated calls for agitated callers
•    Monitor group chat & walk floor to assist associates
•    Identify through group chat/floor walking when intervention is needed
•    Monitor Oracle ticket queues and assign tickets to agents to work
•    Trouble shooting using their technical knowledge & time beyond what tier 1 can provide
•    Handle all escalated tickets
•    Email business area escalation and follow up
•    Work Tier 2 and rerouted tickets, Review Tier 2 escalations to drive KB updates
•    Knowledge Base maintenance based on "Knowledge Management" queue tickets
•    Primary liaison between CC and Service Lines for updated information within articles
•    Update and create new articles as work comes in
•    Monitor excessive calls on the same topic
•    Forecast customer demands based on call reason volume
•    Agent scripting review/maintenance
•    Determine how we can better train our associates to drive down the tier 2 work & drive up FCR
•    Generate Reports
•    Have weekly reports sent to Management 
•    CMS Changes, Tickets, etc.
•    Guided Assist Updates
•    Work with the QC manager on survey results to improve articles based on the feedback 
•    System Issues- lockouts, down system, etc.
•    Report issues to the correct channel for CC System issues, triage issues before escalating to ISD, etc.

Qualifications
Minimum Qualifications/Skills

•    Organization and time management skills, Working knowledge of MS Excel
•    Experience with MS Office, entering data into Excel Spreadsheets, the Internet and the ability to learn and utilize new software programs
•    The ability to communicate with supervisor regarding any issues or questions which may hamper the successful completion of assigned work in a timely manner.
•    The ability to use computers and computer systems (including hardware and software) to enter data, to process information, and as a form of communication with customers and others in the company.
Preferred Qualifications/ Skills
•    Keeping up-to-date technically and applying new knowledge to your job.
•    The ability to read and understand information and ideas presented in writing.
•    The ability to use relevant information and individual judgment to determine the best possible solution to any situation.
•    Exercising excellent customer service skills at all times. This information can be exchanged in person, in writing, or by telephone or email.
•    The ability to communicate information and ideas in speaking so others will understand.