Customer Service Representative II at IDEMIA Canada

, , United States -

Full Time

Start Date

Immediate

Expiry Date

19 Jan, 26

Salary

20.5

Posted On

21 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Problem Solving, Relationship Building, Multitasking, Interpersonal Skills, Analytical Skills, Attention to Detail, Microsoft Outlook, Microsoft Word, Microsoft Excel, PowerPoint, Federal Programs Knowledge, State Programs Knowledge, Team Player, Initiative

Industry

Software Development

Description

Overview IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person - one identity. Responsibilities The Partner Advocate will update and maintain partner account plans and help identify areas for improvement that require additional support Respond to inquiries and service requests that are handled directly or forwarded to the appropriate contact, department, or liaison through the lifecycle of the inquiry Identify and anticipate solutions to individual Partner trends by documenting and tracking communications Provide superior customer service for the full life cycle of the Partnership Help sustain team metrics around call wait times, email response times, and time to close out escalated inquires Submit Enrollment Center Change Requests (CRM) such as planned closures, hours of operation updates, system upgrades, point of contact updates, etc. Monitor and/or submit approved supply requests and follow through on receipt Support new partner deployment activities to ensure seamless transition/hand off of the relationship from Partner Acquisition to PSG Provide partner feedback to support with expansion and/or replacement efforts Clear understanding of the vetting and credentialing processes for all programs Ensure staffing levels are met and facilitate on-boarding of new partner EAs Identify and report problems relating to Customer Satisfaction and Operational Performance Assist in the collecting of feedback on Partner Satisfaction and retention Support various partner communications Perform and track tasks, progress, issues and risks associated with assigned areas of responsibility in a timely and accurate basis Update and maintain account plans, confidential records and data Understanding of contractual AQL’s and ability to effectively communicate **The US base hourly range for this position is $20.50 per hr + benefits. Our hourly ranges are determined by role and level. The range displayed on each job posting reflects the compensation target for the role across all US locations. Individual pay is determined by job-related skills, experience, and relevant education or training. Beyond offering a competitive total rewards package, we offer various opportunities to support team member growth and success**. Qualifications Ability to work independently and remotely with minimal direct day-to-day supervisor interaction Must have excellent highly developed written and oral communication skills Ability to manage issues and problems of medium to high complexity, and refer/escalate more complex issues to higher-level staff if necessary Ability to diffuse and professionally respond to escalated situations Ability to establish and maintain effective relationships with partners High degree of drive and initiative Ability to multitask and deal with ever changing priorities in a fast-paced work environment Team player attitude with excellent interpersonal skills and the ability to work as a member of a virtual team Able to complete a wide variety of tasks within the time constraints of each assignment Proficient in Microsoft Outlook, Word and Excel with intermediate experience in PowerPoint Excellent analytical, problem-solving skills and attention to detail Extensive knowledge of applicable Federal and State programs in all supported territories Proven ability to build and maintain working relationships with team members, colleagues, and other program stakeholders Ability to work within a matrixed and geographically distributed organization

How To Apply:

Incase you would like to apply to this job directly from the source, please click here

Responsibilities

The Partner Advocate will maintain partner account plans and respond to inquiries throughout the lifecycle of the inquiry. They will provide superior customer service and help sustain team metrics around service response times.