Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 743,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com. Job Description:You will have the opportunity to build knowledge and support the team, as well as participate in problem-solving discussions. This role offers a chance to make a positive impact on our customers' experience and contribute to their overall satisfaction.Key Responsibilities:
Log customer requests, troubleshooting, and information to ensure proper documentation.
Monitor and track incident resolution within the Service Level Agreement.
Develop and maintain knowledge of customer and customer specific business environment.
Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction.
Conduct research and perform investigations to obtain all pertinent information for case evaluation.
Analyze case documentation to ensure members qualify for Premium Assistance.
Review and evaluate client information such as paystubs and or other documentation to determine eligibility for monthly reimbursement.
Contacts PA members to request necessary information when a change was identified, or when a document received is not valid.
Responds to incoming calls from clients and or employers.
Observes professional standards of conduct, including attendance, professional behavior and dress code.
Develop and maintain professional business relationships through verbal and written communication with team members, employers, and Premium Assistance members.
Identifies and communicates process improvements.
Multi tasking ability to prioritize work and work under time constraints.
Experience in critical thinking, and problem solving.
Ability to work with multiple personnel under minimal supervision.
Completes or exceeds daily goals.
Assist management with escalations and training new agents.
Performs other duties as assigned.
HERE'S WHAT YOU WILL NEED:
Advanced proficiency in Customer Service Management.
Intermediate proficiency in Customer Experience Management.
It is advantageous to have prior experience in relevant related skills.
BONUS POINTS IF YOU HAVE:
Beginner proficiency in Data Analysis.
Intermediate proficiency in Problem Solving.
Advanced proficiency in Communication.
Expert proficiency in Time Management.
Basic Qualifications:
Minimum of 2 years of customer service and or contact center experience.
Minimum of 2 years of experience working with Microsoft Office Suite.
Preferred Qualifications:
Excellent problem solving skills.
Ability to manage workflows.
Strong interpersonal skills.
Exceptional verbal and written communication skills.
Strong attention to detail.
Excellent analytical skills.
Must be able to work with minimal supervision.
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Maryland, New York or Washington as set forth below.We accept applications on an on-going basis and there is no fixed deadline to apply.Information on benefits is here. (https://www.accenture.com/us-en/careers/local/total-rewards) Role Location Hourly Salary RangeCalifornia $19.33 to $31.15Colorado $19.33 to $26.88District of Columbia $20.58 to $28.65New York $17.88 to $31.15Maryland $17.88 to $24.90Washington $20.58 to $28.65Accenture offers competitive pay to ensure that our people are compensated fairly and equitably. Compensation varies depending on a wide array of factors, which may include office location, role, skill set, level and experience. Generally, Accenture does not disclose base pay range information to our people unless required by law. Based on where you are located, you are not entitled to such information at this time.What We BelieveWe have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce) Equal Employment Opportunity StatementAccenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.Accenture is committed to providing veteran employment opportunities to our service men and women.For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/document/Annual-Policy-Statement-Regarding-EEO-2023-Applicant.pdf#zoom=50) .Requesting An AccommodationAccenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/about/contact-us) or speak with your recruiter.Other Employment StatementsApplicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.