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    Customer Service Officers Needed - Salt Lake City, UT, United States - Dexian - DISYS

    Dexian - DISYS
    Dexian - DISYS Salt Lake City, UT, United States

    3 weeks ago

    Dexian DISYS background
    Description

    Title:
    Customer Service Specialist (Complaint Resolution)

    Shift:
    M-F, 8:00am-4:30pm 30 days of training onsite - then will move to a hybrid model of 5 days onsite/5 days work remote
    Duration: 6-12 month contract, Conversion/Extension Eligible


    Operational and service complaints are on a variety of subject matter....anything ranging from poor service received at a branch or in the contact center to back office functions and transacting on the account.

    Case advisors have to perform research on each to determine if the issue has already been resolved and communicated to the client, and if not, work with the back office/front office and or the client to obtain information and resolve.

    Most resolutions are done in writing to the client, but there may be times where it makes sense to deliver it verbally.

    The cases will be assigned to a queue on a routine basis, where you are responsible for around 50 complaints at any given time (number subject to change based on business need).

    As the cases come in, you should work to triage the cases frequently and ensure working the cases in the order of risk/age.

    Close 8-10 cases per week on average (average because we understand some weeks you have a harder time getting responses or have harder cases, but the next week should make up for that when responses come back along with new cases being researched) with a 95% or higher quality rating assigned by the QA team.

    We may see that an error may have harmed the client financially, investigate to see if money is owed, or maybe the back office is requiring paperwork that may not necessarily be required, so we should be recognizing when we should provide credible challenge back to the business to see if they can process as is.

    MUST have Microsoft Office experience - importing, exporting, and manipulating data
    ~ Strong and accurate data entry skills
    ~ Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.
    Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions.

    Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

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