Customer Service Advisor Job Vacancy at BSI Group America (Remote)

Vacancy : Customer Service Advisor
Company Name : BSI Group America
Company Location : Remote

Job Description

About the role: BSI is hiring a customer service advisor (known internally as Assisted Services Advisor – Regulatory Services) to provide outstanding support to clients as they navigate our online portal. This role is entry-level, home-based and paid hourly, ideally located within Eastern or Central time zones. Work hours are 8:30-5:30pm EST with a one-hour unpaid lunch break. Ideal candidates are tech savvy, organized, efficient, and personable.Assisted Services Advisor Responsibilities: Portal Service SupportProvide an efficient and high-quality service, interacting with clients primarily through the Regulatory Services (RS) Portal, triaging and routing all queries (system and non-system related) to the appropriate team/individual as required, managing cases· Act as the primary interface between the client and BSI for system queries by:- Accurately logging the client system query- Raising an IT ticket and case number, for IT to resolve- Capturing the details of the query from the client, that will enable IT to diagnose and resolve the query- Driving and tracking the resolution of the ticket against the client and IT SLAs, keeping in close contact with IT- Keeping the client informed of status and progress to resolutionAct as the primary interface between the client and BSI for system queries by:- Accurately logging the client system query- Raising an IT ticket and case number, for IT to resolve- Capturing the details of the query from the client, that will enable IT to diagnose and resolve the query- Driving and tracking the resolution of the ticket against the client and IT SLAs, keeping in close contact with ITKeeping the client informed of status and progress to resolutionHandle client complaints in relation to the portal, utilizing existing procedures, taking corrective action and escalating as requiredDevelop and maintain a sufficient working knowledge of the relevant internal systems to enable service deliveryAnalysis/Performance Improvement/ReportingDevelop/utilize existing mechanisms for gathering client feedback with regards to portal and service performancePerform analysis on client portal queries raised, utilizing the data from a variety of sources together with any client feedback gathered, to assess performance, derive insights and lessons learnt, identify opportunities for improvement, and produce reports/presentations to support improvement activitiesPortal Support DevelopmentWork with management in order to:- Champion and drive the areas identified for improvement, developing the role further in order to improve client satisfaction- Play an active part in informing portal development and the development of the future service management capabilityPeople/Cross-Functional Working Stakeholder Relationships: Build strong working relationships with IT, relevant Business teams and other key stakeholders in order to deliver query resolution performance within the SLA, as well as improving performance in areas that have a positive impact on client satisfactionBusiness Understanding: Develop understanding of the RS business as it relates to service management through the portal, its aims and operating environment, in order to help RS develop its service support capabilityEducation/Qualifications: High School DiplomaIT literate and competent in the use of the Microsoft suite of tools, specifically Excel and PowerPoint.Service management background, with experience in client facing service support and managing client queriesExcellent written and verbal English communication skillsWhat we offer: BSI offers a competitive salary, group-sponsored health and dental, short-term and long-term disability, a company-matched 401k plan, company paid life insurance, 11 paid holidays and 4 weeks paid time offJob Type: Full-timePay: $24.00 per hourBenefits:401(k)401(k) matchingDental insuranceDisability insuranceEmployee assistance programFlexible spending accountHealth insuranceLife insurancePaid time offParental leaveVision insuranceWork from homeSchedule:Monday to FridayWork Location: Remote

Note: these Jobs are Sourced from Indeed.com and Closemile held no responsibility for any error.