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Job Details

Customer Care Representative I

Company name
Synergy America, Inc.

Atlanta, GA

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Customer Care Representative I

Synergy America



Job #666844349

Job Summary & Responsibilities We are looking for Customer Care Representative I 3 months contract role Atlanta, GA.Position responsible for ensuring contractual obligations with customers are met on a work order and systems basis; Coordinates activities associated with product/service resolution issues. Skills for Customer Care Representative I: Technical/Vocational Certification 0-1 years of related experience Administrative, analytical, and/or technical experience, preferably within WCS Demonstrated proficiencies with Microsoft Office Suite software . Assist with accounts receivable management; Run queries for margin improvement/incident reduction us. Fast-paced, team environment working with internal networks and the external customer, Daily job responsibilities may change based on customer need. Maintain and update knowledge/skills through training and development opportunities Possible travel required based on account requirements PREFERRED QUALIFICATIONS: Bachelor’s Degree preferred. Responsibilities for Customer Care Representative I: Required to have maintain working relationships with all WCS operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, Depot Repair centers, and Customer Care Centers Must have a thorough understanding of WCS systems, operations and policies, and customer contract specifics that are used to resolve customer problems Required to coordinate WCS internal projects for the customer. Assist AS 3-4s, TMs, and/or ESMs in the following areas: Service Delivery and Service Fidelity, Evaluate ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates Communicate specific SLA (service level agreement) requirements to international locations; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze account-specific subcontractor performance and match to SLA requirements for compliance Provide information to the Logistics Analyst for account-specific Parts Plans; Update the Account Support Plan as required. Assist with determining Out-of-Scope services rendered to the customer; Attend vendor and customer meetings when required. Participate in installation planning sessions. Provide input to the Customer Specific Service Aid Mini Manual (SAMM) Ensure that the customer uses the proper primary escalation contacts within WCS Perform analysis on all penalties for all Client service delivery contracts subject to penalties. Run Standard and ad hoc Reports; Gather information for the Critical Care Process when needed Ensure customer data integrity in D1 for service delivery, billing and customer reporting. Work with customer help desks on specialized SLA management activities, when normal client processes are failing. Maintain customer relations and observe customer process change.t

Updated 05/16/2018

Company info

Synergy America, Inc.
Website :

Company Profile
At IMSynergy America, Inc. not only we witnessed these changes but we are part of this progression. Due to our deep tie with the industry, from carrier, technological innovators to component manufacturer, we have the opportunity to be in the group that always ask “What’s next”. Thus gives us the insight to provide the most current IP Telephony and Networking Know-How to the world market where total communication solutions are most demanded.

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