Overview

　　About TEKsystems and TEKsystems Global Services

　　We’re TEKsystems. We accelerate business transformation for our customers. We bring real-world expertise to solve complex technology, business and talent challenges—across the globe. We’re a team of 80,000 strong, working with over 6,000 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. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change. We’re building tomorrow by delivering business outcomes and driving positive impacts in our global communities. TEKsystems is an Allegis Group company.

　　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.

　　Responsibilities

　　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 back‐office 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

　　Qualifications

　　Competencies:

　　• Dedicated to serving the customer in a professional and courteous manner

　　• Capability of working in a team‐oriented 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.

　　Job Locations US-FL-Jacksonville

　　Job ID 2024-10949

　　TEKsystems is a equal opportunity employer and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law.

　　We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.