Case Resolution Associate

About TEKsystems and TEKsystems Global Services

Were 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. Were a team of 80000 strong working with over 6000 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. Were strategic thinkers hands-on collaborators helping customers capitalize on change and master the momentum of technology. Were 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 .

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.

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 backoffice 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

Competencies:

Dedicated to serving the customer in a professional and courteous manner
Capability of working in a teamoriented 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:

$45k-$60400k with $4k Bonus potential paid quarterly.

The company is an equal opportunity employer and will consider all applications without regard to race sex age color religion national origin veteran status disability sexual orientation gender identity genetic information or any characteristic protected by law. To view the EEO is the law posterclick here. If you would like to request a reasonable accommodation such as the modification or adjustment of the job application process or interviewing process due to a disability please email .

Individual compensation offered for this position within this range will depend on many factors including qualifications skills relevant experience job knowledge geographic location internal equity and other pertinent job-related factors.

City and County of San Francisco:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the SanFrancisco Fair Chance Ordinance and the California Fair Chance Act

City of LA:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the City of Los Angeles Fair Chance Initiative for Hiring Ordinance and the California Fair Chance Act.