Service Center Specialist

We motivate. We empower. We lead. We follow. We laugh. We succeed. ACS offers innovative and effective outsourcing solutions for clients around the world. We deliver higher quality, increased productivity, and lower costs. Can we do that for you? Sure we can. For business process outsourcing (BPO) and information technology outsourcing (ITO), ACS is not a product, we're services. We're people making technology work. We'd be glad to demonstrate the ACS advantage. Let us tell you about our world-class people, our company, and the "can-do" attitude that motivates us to deliver nothing less than the very best. Service Center Specialist Job Description:We're here to help.In 1988, ACS founder and Chairman of the Board Darwin Deason recruited a group of extraordinary information technology professionals and instilled a passion and energy we call hustle. We believe the impossible is possible, and that giving up is not an option.We're Affiliated Computer Services, Inc. (NYSE: ACS), a premier provider of diversified business process outsourcing (BPO) and information technology outsourcing (ITO) solutions to commercial and government clients worldwide. Based in Dallas, ACS is a FORTUNE 500 company of 62,000 people supporting client operations reaching more than 100 countries.It would be hard for you to go through a day without encountering the products or services of our many clients in communications, education, energy, financial services, government, healthcare, insurance, manufacturing, retail, travel, and transportation.Using a computerized system, responds to customer inquiries in a call center environment. May perform one or more of the following:Responds to telephone inquiries and complaints using standard scripts and procedures.Gathers information, researches/resolves inquiries and logs customer calls.Communicates appropriate options for resolution in a timely manner.Informs customers about services available and assesses customer needs.Provides functional guidance, training and assistance to lower level staff. Provides assistance, training and troubleshooting support to lower level staff.Schedules work to ensures accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems.Prepares standard reports to track workload, response time and quality of input.Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.All other duties as assigned.Customer Care Analyst: (Applies to job code 150050)Responsible for the timely reporting, escalation and resolution of day-to-day operational problems.Coordinates Call Center Operations service delivery activities with assigned internal clients.Provides analyses and recommendations on service delivery improvements, performance metrics and enhancements to productivity.Develops and recommends quantitative measures and performance metrics.Manages ad hoc technical projects requested by assigned internal client.All other duties as assigned.ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling or by sending an e-mail to accommodations@acs-.Job Experience:? Ability to take direction within a team setting and complete team related work? Strong written and verbal communication skills required with an emphasis on customer service. This includes speaking with confidence, being clear and concise when interacting with customers, and providing information to a customer in a way that is easily understood.? Ability to work in fast paced call center environment ? Strong computer skills with the ability to navigate multiple software applications at once to provide a positive customer experience? Ability to maintain the appropriate level of process knowledge to assist callers? Minimize escalations? High school diploma essential? Prefer a minimum of 1 year of call center experience. ? One year benefits or HR experience essential.? Individuals in this role should expect to be on phones directly interacting with customers 90-100% of the timeExpected Travel Time: None