**_ Responsibilities: _**:
- **Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.**:
- ** Monitor the service event through completion for compliance.**:
- ** Manage the service requests of customers through different access channels.**:
- ** Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.**:
- ** Participates/leads in projects for process or quality improvements.**:
- ** Works with escalated customers and recommends actions in post incident reviews.**:
- ** Manages multiple tasks or cases simultaneously with mínimal supervision May act as a mentor or trainer in the team.**:
**_ Education and Experience Required: _**
**High school education or equivalent. Typically requires 3- 5 years general experience, or equivalent combination of experience and college level education.**:
**_ Knowledge and Skills: _**:
- **Superior communication skills both written and verbal**:
- ** Experience in customer facing role either remote or face to face**:
- ** Understands internal processes and tools**:
- ** Computer proficiency**:
- ** Problem solving skills**:
- ** Accuracy in data entry**:
- ** Excellent fluency in language to be supported.**:
- ** Experience in a phone based remote role**:
- ** Familiarity with computer technology**:
- ** Time management skills**:
- ** Oversee compliance with operating procedures and standards**:
- ** Experience in call routing and processes as well as case logging systems and obligation systems**:
- ** Strong understanding of internal processes, tools and usage of such tools in managing daily tasks**:
- ** Ability to mentor and train new agents**: