Job Description

Job Description

Key Responsibilities of the Customer Service Representative SME include
Focus on Quality check and report the findings to internal client as appropriate.
Interface with multiple functional areas to investigate cases and acquire information
Interpret evidence from multiple tools and systems to determine legitimacy of customer behavior across multiple products
Maintain records, prepare filings and prepare reporting information and metrics to be presented to management
Work with the team on grey area cases and develop best review practices
Develop and maintain knowledge of client specific business environment
Develop and maintain an understanding of customer Service Level Agreements and department s product s key performance requirements
Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in continuous training
Shares information required for the team to be successful
Demonstrate understanding of the client s business needs or market and maintains high satisfaction ratings
Develop and maintain knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures
Develop best practices and provide new solutions daily tasks
Seek opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback Perform incident notification and escalation to ensure problems requests issues are communicated Build up other analysts skills and knowledge

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Qualifications

  • Basic Qualifications
    High School diploma
    1 year of customer service experience
    Preferred Qualifications
    Experience in social media industry
    Expertise in functional, regression and user experience acceptance testing
    Familiarity with Android and or iOS platforms and social media products
    Other Qualifications
    Experience with Microsoft Office products
    Ability to multitask in several computer systems.
    Excellent written and verbal communication skills
    Highly motivated and hard working with the ability to think clearly under pressure
    Takes initiative to proactively identify and solve problems
    Strong attention to detail with critical thinking skills
    Able to work individually and collaboratively
    Passion for ensuring high quality product experiences

    As required by Colorado law under the Equal Pay for Equal Work Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the expected starting pay for this role is $22.46 per hour and information on benefits is here . As required by Colorado law under the Equal Pay for Equal Work Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the expected starting pay for this role is {enter hourly rate} per hour and information on benefits is here . 

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