Customer Care Specialist – Remote Jobs in Renton at Aston Carter
Title: Customer Care Specialist – Remote
Company: Aston Carter
Top 3 “must haves” for this position:*
(Mid Level)/analysis, synthesizing, strong CSR skills, MSFT office, Excel (Pivot Tables, Mail Merge, VLOOKUP, X LookUp)
Ace management in CRM (Service Now-will be getting emails in CRM) * good written communication skills
Top Skills Details:* * email
Microsoft office * support
Description:* Support of caregivers and core leaders on Tier 3 tickets passed from IBM, escalation follow-up and significant effort to support Tier 2 compensation simplification questions. Planning for high volume of compensation questions for caregivers that have a change requiring mitigation AND those that have a positive change. The OD-Service team will be responsible for Tier 2 support
What will this employee’s first day responsibilities be:* First 2 weeks – in training for small training that will be paired with most experienced people to go through series of training of systems, work with each on similar questions in chats, trainers will move them along. In a perfect world, it will be accelerated – candidates will be specialized in different departments/roles
How is performance measured in this role:* Feedback from training team – are they catching on quickly, are they asking the same questions. Will be taught on how to look at resources for help. Sending info out, managers will get feedback. Average of about Entry Associates 30-40 cases, for Mid-associates
25-30 cases. Little slow but that will be doubling in Genesis. Lift in shift – supply chain, finance, HR. Candidates need to be empathetic and wanting to help. Everyone will be in the same boat on learning.
What does best vs. average look like in this role?
Attention to detail, willingness to collaborate, can’t hide behind the scene, demonstrating resourcefulness, speaking up when they have a question. A+ – demonstrated ability to collaborate, excellent communication, attention to organization skills, keeping up with the flow. Open to jumping feet first and learning.
Candidates cannot have any time off in contract period Must work M-F; 8am – 5pm PST, could be OT but will limit
Additional Skills & Qualifications:* Increase support for cutover and Hypercare, the throughput for Tier 3 support will proportionally increase as will the need for escalation research and support and core leader support particularly with pay issues that need to be resolved quickly while having to research in several systems. Typical Tier 3 support will take more time due to learning curve during Hypercare period. Increase time to complete work that does not pass-through IBM and is completed by ODS including cert for pay; Field HR supported transactions; supporting IBM in cutover period and catch up from frozen transactions after go-live. “Wish List” skills:
Experience Level:* Intermediate Level
About Aston Carter:
At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless. Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services …