Become A Customer Solutions Specialist

* Answer incoming calls and market our banking products to new and existing customers
* Keep up to date with all product changes and features
* Explain essential account setup procedures
* Explain essential security questions
* Uphold and explain key Customer guarantees
* Efficiently and effectively adhere to all scheduled work activities
* Provide regular feedback from our Customers
* Our Contact Center is open 7 days a week from 8am
* pm.
* Entry level positions require schedule flexibility which includes evenings and Saturday or Sunday to begin with

* Responsible for providing content of training materials for both AmerisourceBergen external customers and internal associates for all customer facing platforms.
* Develop expertise within product area, and assist in building out training on products.
* Develop documentation and communicate upcoming enhancements and break/fix releases.
* Gather and document business requirements in support of customer needs; must have full knowledge of requirements and platform functionality in order to respond to RFP.
* Perform functional and usability testing before enhancement releases.
* Handles problem recognition, research, isolation, resolution and follow-up for routine user problems and as Subject Matter Experts on higher level support issues.
* Provides issue resolution for AmerisourceBergen's Web and Mobile Solutions
* Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
* Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
* Determines whether problem is caused by hardware, software or network.
* Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
* Clearly and concisely document all interaction and all steps taken to resolve incidents
* Take ownership of and follow-through with all priority customer incidents.
* Observe trends with technical issues and recommend improvements to design, documentation or implementation.
* Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
* Offer complete and timely solutions to first level support as well as customers throughout the incident resolution process and ensure that both groups fully understand issue, its resolutions and means for prevention.
* Will provide support to AmerisourceBergen associates with regards to supporting end-user questions, issues, and support needs that arise.
* Work with team members to understand and document known issues and workarounds.
* Must be willing to work extended hours, as needed, in order to meet objectives.
* Performs related duties (requirements gather, testing, etc.) as assigned to assist team in meeting deliverables

* Manages the daily operations of the career center Resource Room and related workforce activities to ensure quality customer service, efficient and effective service delivery and the best use of resources to achieve expected outcomes, performance and benchmarks.
* Ensures that all workforce services, under their responsibility, are delivered in a timely manner and that staff follow the policies, procedures and principles set forth by Workforce Solutions/C2 GPS.
* Informs Career Center Manager of customer flow and recommends allocation of staff to ensure appropriate and timely provision of services.
* Responds timely to requests for information and meets all required deadlines.
* Assesses staff for professional development and informs the Career Center Manager of challenges and training needs; coaches staff and provides training in order to achieve high standards of customer service.
* Consistently monitors staff performance levels and develops corrective plans as necessary to meet requirements, center and system goals.
* Prepares disciplinary action documents (disciplinary reports, performance improvement plans, etc.) timely for review by the Career Center Manager.
* Responsible for interviewing and making hiring recommendations of staff.
* Instills in staff customer service, professionalism and accountability when dealing with internal and external customers Ensures training immersion of new staff and acts as a mentor to ensure they become acclimated to operational standards of C2 GPS.
* Performs other related duties as

* Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
* Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical). .
* Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
* Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.
* Review and may resolve complex business issues.
* Excellent communication skills.
* Add case resolution to KMS.
* Understand and utilize Information Technology Information Libraries (ITIL).
* Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
* Partners frequently with the Sales Pursuit team

* The Training Specialist is responsible for conducting functional training Customer Solution Center (CSC) staff in Customer Service, HIPAA Compliance, Plan Partner agreements, Departmental Policies and Procedures (including product operations), Supervisory/Managerial on boarding, and any additional work processes as needed.
* In addition, is responsible for developing, up keeping, and facilitating training (new and remedial) on Specialty Lines of Business (e.g., Cal Medi
* Connect, L
* A. Care Covered) and technology/system enhancements and updates (QNXT, CRM tools, Share Point, etc.…).
* The Training Specialist is also responsible for coordinating and assisting with facilitating monthly remedial training to CSC staff on identified areas of improvement, such as Appeals and Grievance processes, Claims, etc.…through various delivery methods that meet business needs (web, LMS, power point, etc.…) and coordinating with other units or departments in the development and implementation of technical procedures in triage of phone calls.
* The Training Specialist is responsible for training Customer Service Vendors on new Customer Solution Center processes and updated Desk Level Procedures.
* The Training Specialist intermittently support other departments within the organization.
* This position oversees new staff during the first 8 weeks, which includes close support to help assure that they meet the performance goals and department standards and will design and implement a scorecard audit procedure to assess the Customer Service performance of Call Center Reps and other employees within the Customer Solution Center.
* Coordinate timely implementation of mini-surveys and conduct performance studies within the verticals of CSC which includes working with the Quality Review team to identify points of training needs, and reports results and findings of surveys and performance studies to the Training Supervisor, to analyze and identify areas of training needs and improvement.
* The Training Specialist will also work with Human Resources to ensure specialized training programs are tailored for the Customer Solution Center Department (Call Center Unit, Membership Information Unit and Member Relations Unit