Service Desk Analyst

Provides a level of expertise to the Customer Support Services, which operates inbound call, outbound call, email, and/or web chat services, as well as back-office services. Displays an advanced understanding and focus on customer satisfaction and adherence to established Service Level Agreements (SLAs). May provide guidance to new/junior Team Members and perform quality assurance reviews of personnel calls, chats, uploads, and paper processing.

• Supports inbound calling, email, web chat and/or mail application/inquiries.
• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. All cases shall be logged in a web-based agent desktop application.
• Provides support to Customer to research and confirm status of requests and applications.
• Researches and analayzes customer service issues to provide information and advanced long-term solutions in a timely manner.
• Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures.
• Takes initiative to suggest improvements and show ability to define possible solutions.
• Identifies key issues and patterns in solving problems and demonstrates ability to apply experience and knowledge of the issues and industry to resolve moderately complex problems.
• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.
• Responds to returned cases and/or specialized requests from client.
• Acts as the first line of response for internal escalation for calls and chats from Specialists.
• Responsible for reviewing the queue for calls and chats to be resolved.
• Performs manual linking and unlinking of award records and promissory/agreement to serve notes.
• Train new customer service specialists, one-on-one, and mentor new and experienced specialists.
• May be responsible for occasional travel to local Post Office to retrieve mail. Adheres to mail retrieval process as outlined by the client to ensure proper chain of custody. Accurate reports mileage and travel expenses using corporate tool per company policy.
• Support Services shall be executed in compliance with processing and program guidelines published by the Client.

Minimum Qualifications

• Associate's Degree preferred or equivalent relevant experience.
• 5-8 years of customer service experience or related public relations experience.

Other Job Specific Skills

• Strong customer focused approach.
• Responsive and adaptable to new challenges or solutions.
• Excellent written and verbal communication skills.
• Ability to convey enthusiasm, energy and sincerity over the phone.
• Ability to foster a good working relationship and rapport with customers.
• Exceptional focus on accuracy and attention to detail.
• Strong problem solving and organizational skills.
• Ability to remain calm and courteous in periods of stress.
• Ability to maintain consistent progress towards set priorities.
• Ability to successfully adapt and perform during times of high call volume.
• Ability to provide effective customer service and deal tactfully and courteously with the public.
• Strong listening ability to interpret and clarify information being provided by customers.
• Strong commitment to providing quality service.