PA

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.