Customer Solutions Representative
Job in
Rio Rancho, Sandoval County, New Mexico, 87144, USA
Listed on 2026-07-17
Listing for:
Kforce
Full Time
position Listed on 2026-07-17
Job specializations:
-
Customer Service/HelpDesk
Technical Support, Customer Success Mgr./ CSM, Customer Service Rep
Job Description & How to Apply Below
Responsibilities:
* 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
* Leads in projects for process or quality improvements and documents changes
* Works with escalated customers and drives actions in post incident reviews
* Manages multiple tasks or cases simultaneously without supervision
* Acts as a mentor and may provide some supervision of other non-exempt employees
* May provide input on training material for new and existing processes
* Provide training to new and existing employees as needed
* Process expert and subject matter expert on standard and nonstandard delivery types
* High School diploma/GED or equivalent;
Some college level education preferred
* Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college level education
* 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
* Advanced knowledgeable in call routing and case management processes and obligation systems
* Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
* Organizational skills to manage workflow and tasks
* Process analysis and documentation
* Ability to mentor and train new agents
* Ability to participate or lead in projects for process or quality improvements
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