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Job Status:
Part Time
Work Experience Required:
Up to 2 Years
Hours/Shifts:
Day (First Shift)
Education Required:
BA Degree or BS Degree
Certification Required:
Unspecified
Weekends:
Not Required
Authorized to work in US:
Yes
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| Pay and Benefits |
Salary Range:
Unspecified
Benefits:
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Call Center Specialist, Part-time (approx. 20 hours per week
Deloitte
Call Center Specialist, Part-time (approx. 20 hours per week)-E10NATSPARJC145-OPL2
Description
Deloitte Services LP provides a wide variety of internal support services to the people of Deloitte LLP and its subsidiaries. Areas of opportunity include Human Resources, Information Technology, Marketing and Communications, Financial Support Services and more. As with all the businesses within Deloitte LLP and its subsidiaries, a core set of competencies is associated with each category. An overall understanding of quality client service, the experience to work in multifunctional teams, a strong business acumen and the instinct to think and act globally are essential for advancement within our organization.
Job Responsibilities:
· Provide front line phone support for business related applications.
· Use CallCenter tools (Service Desk), provided training and knowledge documentation to provide resolution to customer problems and issues.
· Effectively work independently with little or no direct supervision.
· As needed, diagnose the underlying event to determine the estimated mean time to repair. Perform logical steps to resolve the event through utilization of tools, skills, and analyst's expertise. Document all actions and results used to troubleshoot and resolve the event in the event management software (Service Desk). Close the event if resolved. Escalate events to the appropriate second level group when unable to resolve. Where appropriate, provide assistance to the second level support team.
· Create and modify resolutions for the knowledge management database.
· Maintain up-to-date knowledge level in firm standard computer hardware, software, and business processes.
· Continuously cross-train and provide backup support to teammates with other areas of expertise. Provide training and mentoring to other members of the organization as requested.
· Participate in knowledge management and training to distribute skills throughout the CallCenter. Assist others within the CallCenter helpdesk as well as other regional helpdesks as needed.
Qualifications
Requirements:
Minimum Requirements:
· Two years of frontline call center experience required
· Two years of previous experience supporting applications that support the business processes of the organization (Examples include Accounts Payable, Accounts Receivable, time and expense entry, etc.)
· One year of previous experience interacting and supporting professionals who are at both a technical and nontechnical level.
· One year experience working to effectively troubleshoot and problem solve. This includes being able to work independently to analyze the situation, identify obstacles, obtain key pieces of information, and apply knowledge gained to rectify situations and gain mutual resolution.
· Previous experience with a Contact Quality program where inbound calls have been reviewed and discussed.
· Microsoft Office Outlook and Word experience required.
Preferred Requirements:
· Bachelor's degree preferred
· Ability to meet key performance indicators such as first call resolution, schedule adherence, and contact quality.
· First Call Resolution - willingness to learn and obtain knowledge for the multiple applications that are supported by the CallCenter and apply that knowledge to supporting our customers by providing a resolution to his/her issue in a timely manner.
· Schedule Adherence - ability to arrive to work at the scheduled time while ensuring provided schedule is followed throughout the day to be available to support the needs of our customers and team.
· Contact Quality - willingness to receive feedback on services provided to the customer to provide distinctive customer service meeting the Vision of the CallCenter.
· Scheduling flexibility to include working overtime based upon client demands as well as responding to the role in the firm's Emergency Response Plan.
· Ability to work flexible hours between the timeframe of 7am to 9pm CST Monday - Friday. Will usually be a 20 hour work week, but must have the ability to work more hours if needed.
Additional Requirements:
· Excellent written, verbal, listening, analytical, and communications skills required. Must be able to easily grasp and communicate complex ideas.
· Extremely high organization skills. Expert problem solver. Finding simple answers to complex questions or problems. Thinks outside the box. Effectively uses knowledge gained through prior experience, education, and training to resolve issues.
· Committed to excellence and dedicated to meeting the expectations and requirements of customers.
· Ability to learn new technologies while maintaining high levels of performance in an ambiguous, high-pressure environment.
· Effectively work independently with little or no direct supervision.
· Take ownership of the customer issue or problem to identify and drive to a possible win-win solution.
· Actively participate in Contact Quality program to include monitoring, individual and group coaching, and peer-to-peer feedback sessions.
· Ability to empathize with the customer situation or event.
· Ability to work in a team environment with a client service focus.
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