Client Service Representative - Salesforce Queue Management

Job Description
Associate Client Service Representative for Queue Management
Monday - Friday, Variable Hours EST
Onsite
This role supports our National Customer Service organization and flexibility will be needed to ensure appropriate coverage during various shifts.
Are you passionate about delivering exceptional service? Us too.
CSC is seeking an Associate Client Service Representative for Queue Management that is passionate about customer service to join the National Customer Service Team. Our National Customer Service Team plays a critical role in providing solutions that help our customers (other companies) run their business smoother and smarter. Our customer service professionals are empowered to solve customer inquiries and problems quickly and professionally. This is a role where you will partner with our National Customer Service Team & Leaders and Salesforce Team to ensure we are meeting and exceeding our customer's expectations. This role will require monitoring incoming client requests, utilizing our various queue management tools to optimize the productivity of our employees, while ensuring we maintain our high level of customer service.
We provide the training, mentorship, and opportunities for growth. You bring the drive, energy, and commitment to provide world-class service. CSC is a place where you're encouraged and expected to be your best. We're a company of helpful people teaming up to make a difference in global business and our local communities. Passionate about service quality, giving back to the community, and devoted to continuous improvement, CSC is the business behind business®.
Some of the things you'll be responsible for:

• Ensure we are consistently delivering on the CSC Customer Promise and providing a high-quality experience for our customers
• Partner with your direct Leader to review and further enhance our processes and workflow
• Monitor incoming client requests via all methods to ensure timely response and order placement
• Work independently to develop new initiatives and processes in order to make recommendations to leadership based on business and customer needs
• Provide regular performance level updates to your direct Leader, including presentations and written summaries
• Organize the workflow to meet customers' time frames and demands
• Support your direct team colleagues as needed
• Help the service team identify when an issue may be happening, escalate as need, and work to define proper communication out to the team

What technical skills, experience, and qualifications do you need?

• Salesforce knowledge and experience
• A passion for delivering exceptional customer service
• An analytical mindset with an ability to seek to understand, to make recommendations and decisions, and to problem-solve
• Proven ability to organize and manage a project independently, driving it forward to completion
• Strong negotiation, listening, and communication skills, both verbal and written
• Experience communicating effectively with technical staff, non-technical staff, teammates, and all levels of leadership
• Ability to organize the workflow to meet customers' time frames and demands
• Strong computer skills and proficiency in MS Office, Word, and Excel
• Exceptional attention to detail
• Ability to multi-task, prioritize, adapt, and deliver results in a deadline driven environment
• Problem-solving skills
• Experience working in a customer service or administrative capacity
• Energetic self-starter who thrives in a fast-paced, team-oriented environment
• Flexibility in your hours and a willingness to stick with it until the job gets done

Candidates for this position must be eligible to work without sponsorship. Time on-site or time zone may be necessary based on business need.
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About Us
CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®
Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.
CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.
We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,
CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.
We encourage candidates to apply directly to our website and not through third-party sources.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.
About the Team
At CSC®, we're always looking ahead, finding ways to improve and anticipate the future needs of our customers. Curiosity fuels our innovation and productivity drives our results. This proactive mindset has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 120 years.
CSC is committed to attracting, developing, and retaining talented people whose personal values align with ours. We empower our employees to bring the right solutions to market to meet customer demand. That is why we are the premier provider of global solutions for more than 180,000 businesses.

• CSC is a great place to work with smart and dedicated people. We have been voted a Top Workplace every year since 2006 and are a 2022 National Top Workplace.

• We offer challenging work and career opportunities. Most positions are filled with internal moves and employee referrals.

• Employees are eligible for an annual success sharing bonus or commission plans based on role and individual performance.

• CSC offers excellent benefits, including medical, dental, life insurance, and flexible spending and health savings accounts. We also offer you a 401(k) with employer match and profit-sharing, paid time off, tuition reimbursement, and more.

• Our global standard for our work environments supports current and future technology initiatives through open design, sit-stand workstations, and digital interface points with wireless access throughout the campus. It's an exciting time for us in terms of growth and expansion.