Junior Customer Care Digital Service Analyst in Peoria, IL at Volt

Date Posted: 10/5/2019

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Peoria, IL
  • Duration:
    96 weeks
  • Date Posted:
    10/5/2019
  • Job ID:
    195451
  • Contact Name
    Volt Branch
  • Phone
    563/723-3700

Job Description

Volt is looking for a Customer Care Digital Service Analyst to work on-site with our customer in Peoria, IL on 12+ month assignment  Job Duties/Responsibilities may include, but are not limited to:

  • Serves as a Product Link and Telematics Product expert / Subject Matter Expert. Stay current with all digital products and applications.
  • Manages cases, providing an effortless experience that makes customers and dealers feel appreciated and secure – for every interaction.
  • Triage / Troubleshooting – also support to CSRs.
  • Tactical, Timely Resolution and Follow-up with Customer & Dealers.
  • Issue identification; reports in all forms from customers, dealers, industry reps and subsidiaries.
  • Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc.
  • Resolution of commitments; formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.
  • Manages hand-ups/escalation paths in support of daily operations.
  • Manages to the urgency defined by our service level agreements.
  • Serves as the primary point of contact for Convergys for the lines of business the Digital /ProdService Eng supports.
  • Supports continuous improvement efforts
  • Creates and Updates Self Service and Tier 1 Support Knowledge Articles for digital products and applications.
  • Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.
  • Support Digital Product training for CSRs.
  • Supports the development and maintenance of Business Rules.
  • Validates process maps.
  • Provides input to digital product and application support teams.
  • Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

BACKGROUND/EXPERIENCE:

Required Qualifications:

  • Looking for candidates with a strong Customer Service background, a good communicator, solid computer skills (particularly in Excel), is adaptable and has a desire to contribute. 
  • Experience with analytics, programming and/or databases is highly preferred. 
  • Additional experience with some of the extended Microsoft Office tools is highly preferred (Sharepoint, Team, Power BI, Flow, Power Apps) 
  • Strong written and verbal skills
  • Effective communications skills, credibility, persuasiveness and high stress tolerance are required

Desired Qualifications:

  • Bachelor's Degree 
  • Construction, Energy, Transportation, or Mining Experience* Product Support or Contact Center experience
  • Good technology based background including digital products or application knowledge.
  • Heavy equipment technology or vehicle telematics experience
  • Tenacity – this position requires a significant amount of follow-up to resolution
  • Outstanding Customer Experience examples
  • Ability to multitask in a fast-paced environment
  • Ability to build relationships with various stakeholders

This position is subject to US Export Controls. Must be a US Citizen or lawful permanent resident. 

Volt is an Equal Opportunity Employer

For immediate consideration please email resume to bdexter@volt.com.We look forward to hearing from you soon.

If you do not meet all the qualifications of the position listed here, please be sure to go to http://jobs.volt.com to see the other positions we have available that you may qualify.