Resolution Specialist

Position Purpose:

  • The Resolution Specialist will be responsible for investigating customer issues and ensuring problem resolution. This position will handle second tier escalations, including communication with all necessary parties. This position will work closely with customers and all departments within TASC.
  • This is a full-time, non-exempt position working Monday through Friday with core hours from 8:00 am to 5:00 pm CST. The position will report to our Supervisor of Resolution.
Positional Responsibilities:
  • Facilitate problem resolution with Customers
    • Effective documentation and communication of issues to appropriate parties ensuring customer satisfaction
    • Effectively communicate with staff to ensure all necessary processes are handled
    • Act as authority in matters of TASC policy and procedures to deviate as needed (within business guidelines) to ensure Customer Satisfaction
    • Act as authority in matters of Financial impact to TASC (within business guidelines) to ensure Customer Satisfaction
  • Act as a Client advocate to reestablish relationships, correct problems and resolve outstanding issues. Ensure documentation of the actions taken and issues worked on
  • Gather data from internal and external systems to substantiate transactions and determine appropriate course of action
  • Communicate effectively and concisely with TASC internal and external customers
  • Ensure customer issues are resolved, document issue(s) and action(s) taken
  • Act as a liaison between the customer and Quality Services to ensure issues of non-conformance are communicated for trending and preventative action
  • Work independently to complete tasks while maintaining good working relationships
  • Ensure commitments to customers are met
    • Ensure daily priorities are identified and met
    • Work closely with other departments and the sales force to ensure issues are resolved
  • Provide feedback and training to other departments as needed
  • Operate within TASC's guidelines pursuant to the Employee Handbook and all Policies and Procedures
  • Perform additional duties as requested by Leadership
Positional Competencies:
  • Effective and professional communication skills, emphasis on both verbal and written skills
  • Ability to effectively manage stressful and confrontational situations with customers
  • Ability to analyze situations and identify solutions
  • Demonstrated computer skills (e-mail, database entry, word processing, work books,etc.)
  • Ability to work in a fast-paced and constant priorities-changing environment
  • Ability to multi-task and stay with regular interruptions with minimal supervision
  • Willingness and desire to learn and cross-train in different areas
Qualifications:
  • Education or equivalency to an Associates Degree
  • Minimum of 2 years demonstrated progressive experience in direct Customer Service, Problem Resolution or Complaint Management environment
  • Minimum 2 years' experience working in professional office environment
Corporate Core Competencies:
  • Adaptability - Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, and adjusts plans to meet changing needs
  • Initiative - Deals with problems as they arise, focusing energy and resources on those situations until resolved; identifies new opportunities and takes action; takes on new responsibilities when needed
  • Results Focus - Can be counted on to meet or exceed goals; pushes self and others for results; is a conscientious worker who can be relied upon to handle unforeseen obstacles
  • Customer Focus - Meets internal and external customer expectations; delivers upon commitments; build customer confidence; follows through on requests gaining trust and respect
  • Ethics/Integrity - Is seen as a direct, truthful individual; adheres to appropriate core values at all times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches
TASC is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, gender identity, gender expression, pregnancy, national origin, citizenship status, disability, genetic characteristics, sexual orientation, marital status, domestic partner status, military status, protected veteran status, disability status or any other characteristic protected by law.
Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. TASC participates in E-Verify.
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