Client Service Representative - Salesforce Queue Management

Associate Client Service Representative for Queue Management

Monday – Friday, Variable Hours EST

Onsite

This role supports our National Customer Service organization and flexibility will be needed to ensure appropriate coverage during various shifts.

Are you passionate about delivering exceptional service? Us too.

CSC is seeking an Associate Client Service Representative for Queue Management that is passionate about customer service to join the National Customer Service Team. Our National Customer Service Team plays a critical role in providing solutions that help our customers (other companies) run their business smoother and smarter. Our customer service professionals are empowered to solve customer inquiries and problems quickly and professionally. This is a role where you will partner with our National Customer Service Team & Leaders and Salesforce Team to ensure we are meeting and exceeding our customer’s expectations. This role will require monitoring incoming client requests, utilizing our various queue management tools to optimize the productivity of our employees, while ensuring we maintain our high level of customer service.

We provide the training, mentorship, and opportunities for growth. You bring the drive, energy, and commitment to provide world-class service. CSC is a place where you’re encouraged and expected to be your best. We’re a company of helpful people teaming up to make a difference in global business and our local communities. Passionate about service quality, giving back to the community, and devoted to continuous improvement, CSC is the business behind business®.

Some of the things you’ll be responsible for:

• Ensure we are consistently delivering on the CSC Customer Promise and providing a high-quality experience for our customers
• Partner with your direct Leader to review and further enhance our processes and workflow
• Monitor incoming client requests via all methods to ensure timely response and order placement
• Work independently to develop new initiatives and processes in order to make recommendations to leadership based on business and customer needs
• Provide regular performance level updates to your direct Leader, including presentations and written summaries
• Organize the workflow to meet customers’ time frames and demands
• Support your direct team colleagues as needed
Help the service team identify when an issue may be happening, escalate as need, and work to define proper communication out to the team

What technical skills, experience, and qualifications do you need?

• Salesforce knowledge and experience
• A passion for delivering exceptional customer service
• An analytical mindset with an ability to seek to understand, to make recommendations and decisions, and to problem-solve
• Proven ability to organize and manage a project independently, driving it forward to completion
• Strong negotiation, listening, and communication skills, both verbal and written
• Experience communicating effectively with technical staff, non-technical staff, teammates, and all levels of leadership
• Ability to organize the workflow to meet customers’ time frames and demands
• Strong computer skills and proficiency in MS Office, Word, and Excel
• Exceptional attention to detail
• Ability to multi-task, prioritize, adapt, and deliver results in a deadline driven environment
• Problem-solving skills
• Experience working in a customer service or administrative capacity
• Energetic self-starter who thrives in a fast-paced, team-oriented environment
• Flexibility in your hours and a willingness to stick with it until the job gets done

Candidates for this position must be eligible to work without sponsorship. Time on-site or time zone may be necessary based on business need.

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