Temporary Case Resolution Associate-Jacksonville

About TEKsystems and TEKsystems Global Services

We’re TEKsystems.

We accelerate business transformation for our customers.

We bring real-world expertise to solve complex technology, business and talent challenges—across the globe.

We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed.

We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change.

We’re building tomorrow by delivering business outcomes and driving positive impacts in our global communities.

TEKsystems is an Allegis Group company.

Scope: Support timely and efficient resolution of the inquiries/cases received as part of the center operations for assigned OpCo

Reports To: Case Resolution Supervisor

Job Summary: The Temporary Case Resolution Team is focused on ensuring that our internal and external customers receive timely resolution and a high level of service to their questions, concerns, and requests through the Connected platform.

Responsibilities

Key Responsibilities: 

• Provide world class service during every interaction to ensure high quality customer experience and timely/effective resolution of inquiries submitted
• Answer customer requests or inquiries concerning general data updates, billing, pay discrepancies, expenses, spread and commissions, etc.
• Capture, assign and resolve complex inquiries through the internal issue resolution system, respond to a high volume of inquiries in a back‐office center operations environment
• Develop and maintain positive customer relations and coordinate with various groups within the center and field office to ensure customer requests and questions are handled appropriately and in a timely manner
• Communicate with relevant stakeholders (e.g.

field producers, BSA etc.) to inform on the final resolution details within the expected timeframe per service level agreements (SLAs)
• Suggest improvement initiatives with relevant stake holders (field producers, BSA, TEA/TES) to keep the service delivery model moving toward a best in class environment

Qualifications

Competencies: 

• Dedicated to serving the customer in a professional and courteous manner
• Capability of working in a team‐oriented environment that is fair, open and honest
• Ability to effectively time manage (prioritize, organize, problem solve and meet strict goals/deadlines)
• Ability to communicate effectively and provide timely follow up
• Excellent organizational skills and attention to detail
• Action-oriented, using rigorous critical thinking and logic
• Intermediate computer skills (Microsoft Excel, Word and Power Point) with a willingness to learn new software technologies relevant to the position (e.g.

Salesforce/Cases).
• Ability to leverage multiple systems to solve complex problems.

Compensation: $20.19/hr and eligible for overtime ...