Common use of Senior Customer Service Representative Clause in Contracts

Senior Customer Service Representative. Position Concept: Provide leadership to CSRs and be focal person for operational questions. Maintain expert knowledge of customer service duties and review/monitor to ensure procedures are followed. Aggressively monitor NSS in order to recognize and handle potential service delivery concerns. Take a pro-active role in identifying and resolving customer satisfaction inhibitors. Implement a strategy with other seniors and team leaders to maintain balanced workload for customer hold times. Offer first level of escalation to CSRs for customer complaint situations. Evaluate training. Maintain expert knowledge of all CSR responsibilities. Prepare regular and special reports for IBM. Maintain expert knowledge of backup system procedures. Perform CSR duties as required. . Become an expert resource for CSRs and assist in interpreting current service offerings, billable information and entitlement process. Administer training as required. Enhance customer satisfaction through personal ownership of identified problems and aggressively seek resolution. Escalate when appropriate. . Monitor/review receive call activity and pro-actively identify potential customer situations. . Become an expert in call management criteria, measurement objectives, and special programs. Identify problems when objectives will not be met and make recommendations to the management team. . Maintain an expert knowledge of resource materials utilized to direct customers' inquiries that are not service related. Act as a resource and focal escalation point for unresolved inquiries and updating resource materials. Responsible for timely follow-up and extreme responsiveness to customer inquiries. . Maintain expert knowledge of system backup procedures and initiate when required. Ensure each CSR has backup and that current backup materials are readily available. Resolve CSR difficulty in obtaining system backup and escalate if necessary. . Maintain expert knowledge in and ensure that special operating procedures are followed to interface with external providers of service. Provide CSR training and assistance when necessary. . Review, maintain, and ensure an accurate database using branch office input. Ensure database integrity and update procedures are followed. Responsible to coordinate database activity. Recommend solutions to database problems and implement. . Handle customer complaints effectively and recognize need for escalation. Follow appropriate procedures and exercise good judgement in escalation and resolving complaints. Maintain records. . Demonstrate courtesy, tact, and discretion in all communications with customers, vendors, and IBM personnel. Exhibit a high level of professionalism at all times. Utilize good judgement informing management of potential problems. Set example and give guidance to CSCs as required. . Provide work direction and support to CSRs for the implementation of special programs and for the short-term solution of temporary workload imbalances. Maintain CSR lunch schedules and track vacation. Ensure CSR coverage.

Senior Customer Service Representative. Position Concept: Provide leadership to CSRs and be focal person for operational questions. Maintain expert knowledge of customer service duties and review/monitor to ensure procedures are followed. Aggressively monitor NSS in order to recognize and handle potential service delivery concerns. Take a pro-active role in identifying and resolving customer satisfaction inhibitors. Implement a strategy with other seniors and team leaders to maintain balanced workload for customer hold times. Offer first level Attachment A: Statement of Work 23 Service Agreement Number 2165 of escalation to CSRs for customer complaint situations. Evaluate training. Maintain expert knowledge of all CSR responsibilities. Prepare regular and special reports for IBM. Maintain expert knowledge of backup system procedures. Perform CSR duties as required. . Become an expert resource for CSRs and assist in interpreting current service offerings, billable information and entitlement process. Administer training as required. Enhance customer satisfaction through personal ownership of identified problems and aggressively seek resolution. Escalate when appropriate. . Monitor/review receive call activity and pro-actively identify potential customer situations. . Become an expert in call management criteria, measurement objectives, and special programs. Identify problems when objectives will not be met and make recommendations to the management team. . Maintain an expert knowledge of resource materials utilized to direct customers' inquiries that are not service related. Act as a resource and focal escalation point for unresolved inquiries and updating resource materials. Responsible for timely follow-up and extreme responsiveness to customer inquiries. . Maintain expert knowledge of system backup procedures and initiate when required. Ensure each CSR has backup and that current backup materials are readily available. Resolve CSR difficulty in obtaining system backup and escalate if necessary. . Maintain expert knowledge in and ensure that special operating procedures are followed to interface with external providers of service. Provide CSR training and assistance when necessary. . Review, maintain, and ensure an accurate database using branch office input. Ensure database integrity and update procedures are followed. Responsible to coordinate database activity. Recommend solutions to database problems and implement. . Handle customer complaints effectively and recognize need for escalation. Follow appropriate procedures and exercise good judgement in escalation and resolving complaints. Maintain records. . Demonstrate courtesy, tact, and discretion in all communications with customers, vendors, and IBM personnel. Exhibit a high level of professionalism at all times. Utilize good judgement informing management of potential problems. Set example and give guidance to CSCs as required. . Provide work direction and support to CSRs for the implementation of special programs and for the short-term solution of temporary workload imbalances. Maintain CSR lunch schedules and track vacation. Ensure CSR coverage.