Case Resolution Associate-Jacksonville

About TEKsystems and TEKsystems Global Services 

We’re a leading provider of business and technology services.

We accelerate business transformation for our customers.

Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions.

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 and master the momentum of technology.

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

TEKsystems and TEKsystems Global Services are Allegis Group companies.

Learn more at TEKsystems.com. 

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 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....