Solutions Services Specialist II

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The Solutions Services Specialist II ensures the delivery of excellent customer support through fast and accurate communication, making necessary changes for plans, coordinating with other team members and departments internal and external to resolve inquiries and issues for customers.

Minimum Qualifications:

• High School Diploma or equivalency required.
• 3-4 plus years' customer service experience required; experience in a call center environment required. Experience using 3-4 systems/programs simultaneously.
• Bi-Lingual in Spanish a plus.

Primary Job Functions:

• Interacts through telephone/SMS/chat/email communication to provide needed support, quickly identifying customers' needs while showing empathy for customers situation.
• Communicates through direct conversations with internal and external customers and conveys needed information clearly.
• Resolves issues with escalated situations in a friendly, courteous manner.
• Support of other departmental duties as assigned.
• Handle the most complicated inquiries or complaints.
• Lead on special projects as directed by Manager.
• Ability to analyze, organize and present metrics data in Excel and PowerPoint.
• Exercise time management skills.
• Ability to end the conversation with confirmed customer satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be).
• Prepare ad-hoc reporting and data requests.
• Special projects as assigned.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Skills & Competencies Required:

• Requires some knowledge of a specialized function or skill.
• Ability to thrive in a fast-paced, rapidly changing, high volume work environment.
• Clear and articulate communicator, both verbal and written.
• Ability to shift between priorities.
• Problem solving skills.
• Ability to multi-task using a telephone and computer.