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Problem Resolution Associate

  • Location: Round Rock
  • Job Type:Contract

Posted 13 days ago

  • Expiry Date: 06 September 2022
  • Referral:

Job Description:

Basic Qualifications for Consideration:

Essential Functions:

  • Answers and greets customer?s calls in a courteous, friendly, and professional manner using client policies, procedures and/or practices.

  • Listens attentively to customer needs/concerns; demonstrate empathy.

  • Clarify customer requirements; probe for and confirm understanding of requirements and/or problem as the first contact resolution.

  • Confirm customer understanding of the solution and provide additional customer assistance/education, as needed.

  • Prepare and complete accurate work and update customer ticket/file via system.

  • Conduct correspondence with customers and team members.

  • Communicate effectively with individuals/team to ensure high quality and timely expedition of customer requests.

  • Effectively transfer misdirected customer requests to the appropriate party.

  • Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.

  • Participate in activities designed to improve customer satisfaction and business performance.

  • Occasionally use decision-support tools to answer complex questions or to verify subject matter details.

  • Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.

  • Offer solutions to issues that are often non-standard/non-routine and require some clarification.

  • Maintain a broad knowledge of clients services. This role is the Tier I position for the various towers of services, such as Benefits, Organization Management, Human Resources, etc.; therefore, you may be specializing in one knowledge tower or various knowledge towers.

  • Other duties, as assigned by your immediate supervisor and/or manager.

Work Environment:

  • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • While performing the duties of this job, the employee is regularly required to communicate, converse with, exchange and assess information. The employee is frequently in the stationary position but may occasionallymove from this position. In addition, the employee will constantly operating office equipment, including telephone and computer with multiple screens,

  • This position requires the ability to occasionally lift office products and supplies, up to 20 pounds and will be in an office environment.

Position Type/Expected Hours of Work:

  • Office hours are Monday-Friday from 7 AM - 7 PM CST.

Skills and Experience:

  • Required Education and Experience:

  • High School diploma or GED

  • No previous experience required

  • Knowledge of basic computer operations

  • Ability to demonstrate excellent customer service/support skills

  • Ability to demonstrate excellent written and oral communication skills

  • Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards

  • Must have organizational skills, such as the ability to multi-task, set priorities and follow up in a timely manner

Preferred Education and Experience:

  • Willingness to rotate shifts, as needed

  • Ability to collaborate and work in a team environment, as well as work independently and make sound decisions

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.