Let’s Connect Today!

NextGen Person

Customer Operations Specialist in O'Fallon, MO at NextGen

Date Posted: 2/12/2018

Job Snapshot

Job Description

Overview


This position is within Global Customer Service (GCS), Digital Support team. This team supports customer inquiries in the form of- email, chat and voice, records the inquiries, resolves the inquiry and reports the findings. The DCS team is the support area of innovation, providing support for all new products and services.
Role
The team purpose & mission is to:



  1. Provide excellent customer service

  2. Own inquiries through to resolution

  3. Partner with others on the DCS team to document trends and update any procedure guides (recall these are new service)

  4. Socialize and carry the customer service message throughout the organization

  5. Prepare presentations on what is occurring with customers (V.O.C.) in various regions, volumes, root cause, lessons learned and present to the Product teams and GCS Management.


Qualifications



  • Background in computer technology, maybe some Help Desk or some coding or built their own computer, etc is preferred



  • Need to have experience in customer service

  • Ability to analyze inquiries and group them into like areas

  • Partner with teams to address common concerns. This could lead to new products and services opportunities

  • Ability to turn multiple repetitive customer questions into insights and recommendations for process improvement

  • Ability to display superior Customer Service