How you will make your mark:

• Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.


• Monitor the service event through completion for compliance.


• Manage the service requests of customers through different access channels.


• Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.


• Participates/leads in projects for process or quality improvements.


• Works with escalated customers and recommends actions in post incident reviews.


• Manages multiple tasks or cases simultaneously with minimal supervision May act as a mentor or trainer in the team.

About you:

• High school education or equivalent.


• Typically requires 3- 5 years general experience, or equivalent combination of experience and college level education.


• Superior communication skills both written and verbal


• Mastery in English and Spanish languages


• Experience in customer facing role either remote or face to face


• Understands internal processes and tools


• Computer proficiency


• Problem solving skills


• Accuracy in data entry


• Excellent fluency in language to be supported.


• Experience in a phone based remote role


• Familiarity with computer technology


• Time management skills


• Oversee compliance with operating procedures and standards


• Experience in call routing and processes as well as case logging systems and obligation systems


• Strong understanding of internal processes, tools and usage of such tools in managing daily tasks


• Ability to work afternoon shifts ( 15:30 - 00:30 16:30 - 01:30 )