<p>We are looking for a dedicated Customer Service Representative for a remote opportunity. In this long-term contract position, you will play a key role in ensuring customer satisfaction by addressing inquiries, resolving issues, and delivering exceptional service. This role is ideal for individuals who thrive in a fast-paced environment and are committed to maintaining high-quality standards.</p><p><br></p><p>Responsibilities:</p><p>• Respond to inbound customer inquiries via phone, email, or other communication channels promptly and professionally.</p><p>• Assist customers with payment processing, billing issues, and account-related concerns.</p><p>• Provide guidance and information on insurance and financial services products to customers.</p><p>• Maintain accurate customer records and document all interactions using company systems.</p><p>• Collaborate with other departments to resolve complex customer issues and ensure satisfaction.</p><p>• Monitor and report on key performance indicators (KPIs) to track service quality and efficiency.</p><p>• Facilitate training sessions for new team members and contribute to continuous improvement initiatives.</p><p>• Handle Spanish-language customer interactions when required, ensuring clear communication.</p><p><br></p><p>If you are looking to grow in your customer service career, please APPLY TODAY! 515.706.4974 or go to our Robert Half website.</p>
We are looking for a motivated Member Services Representative to provide exceptional support and assistance to our members at our LaVergne, Tennessee location. In this role, you will play a key part in enhancing member satisfaction by addressing inquiries, resolving issues, and ensuring a seamless experience. If you excel in customer service and enjoy working in a dynamic environment, this opportunity is perfect for you.<br><br>Responsibilities:<br>• Respond promptly and professionally to member inquiries, ensuring their concerns are addressed effectively.<br>• Assist members with questions related to online orders, including delivery updates and troubleshooting.<br>• Resolve member complaints and challenges with a focus on maintaining satisfaction and loyalty.<br>• Partner with internal teams to ensure a cohesive and streamlined member experience.<br>• Provide training and onboarding support to new team members, fostering a collaborative environment.<br>• Communicate with vendors to address inquiries and ensure smooth operations.<br>• Monitor and meet key performance indicators, such as resolution times and member satisfaction scores.<br>• Maintain accurate records of member interactions and follow-up actions.<br>• Participate in team meetings to share insights and contribute to the improvement of processes.
<p>Our client is seeking a Service Desk Manager to lead daily service desk operations, delivering efficient technology support for a global user base. The role oversees incident management, service requests, and user support to ensure high customer satisfaction and operational efficiency. You’ll work with technology, security, and business teams to resolve escalations, track performance metrics, and implement process improvements. This position is responsible for supervising service desk staff, managing support tools, and fostering a culture of accountability and continuous improvement.</p><p><br></p><p>Responsibilities</p><p><br></p><p>Planning and Execution</p><ul><li>Oversee the daily operations of the service desk, driving timely resolution of incidents and service requests.</li><li>Establish and manage problem management to identify, analyze, and resolve the root causes of recurring or significant incidents.</li><li>Develop and maintain service desk procedures, knowledge bases, and escalation protocols aligned with operational standards.</li><li>Monitor service performance metrics and implement strategies to improve response times, resolution rates, and user satisfaction.</li><li>Collaborate with Technology leadership to align service desk operations with broader IT strategies and initiatives.</li></ul><p>Team Supervision and Collaboration</p><ul><li>Lead and mentor a team of service desk analysts and support specialists, fostering a culture of responsiveness, accountability, and continuous learning.</li><li>Establish clear team roles, responsibilities, and performance standards to promote consistent service delivery across time zones and business units.</li><li>Partner with Functional Teams to align service desk support with evolving business priorities and technology strategies.</li><li>Manage and escalate incidents, implement preventative measures, and support compliance requirements.</li></ul><p>Operational Management and Delivery</p><ul><li>Manage service desk tools and platforms, including ticketing systems, remote support tools, and knowledge management systems.</li><li>Support user onboarding and offboarding (e.g., hardware provisioning).</li><li>Maintain up-to-date, accurate, and easily accessible service desk documentation to facilitate efficient issue resolution and promote knowledge sharing.</li><li>Provide regular reporting on service desk performance, trends, and improvement opportunities to company leadership.</li></ul><p>Process Optimization and Innovation</p><ul><li>Identify opportunities to automate and streamline support workflows, improving efficiency and scalability across the organization’s platforms.</li><li>Stay informed about ITSM best practices, tools, and trends to enhance service desk operations and user experience.</li><li>Lead initiatives to improve first-call resolution rates, reduce ticket volumes, and enhance self-service capabilities.</li><li>Gather feedback from users and stakeholders to refine support processes and align service delivery with strategic objectives.</li></ul>
