Sr. Resolution Specialist

How you will impact the organization…

The successful candidate will play a key role in the growth of Consensus. Reporting to the Operations Manager, the Sr. Resolution Specialist would provide support for a team of customer service representatives, for escalated requests and feedback to ensure all members are able to achieve a high level of customer support. This position also interacts with other groups/teams within Consensus to ensure the customer’s needs are met and may include higher tiered support for PSP customers, delivering “White-glove Treatment”. Enthusiasm and Energetic are critical attributes for the position. Prior experience in a call center or similar position is essential.

The value you will deliver…

• Responsible for answering CSR first line technical & billing questions efficiently, accurately and in a professional manner.
• Maintaining to be a subject matter expertise on process/procedures and systems.
• Acts as a coach and mentor for training to colleagues and frontline support staff.
• Providing a consistent, courteous, and positive example for the team.
• Compiles issues for potential escalations and communicates ongoing issues to the team.
• Receives and handles escalated customer calls from Tier 1 representatives also handling Strategic or PSP accounts and escalate issues as required to 2nd & 3rd line support to meet predefined service levels.
• Attend meetings as CS management representative to provide input, report issues, offer suggestions and/or communicate information back to the team.
• Watch the CSR queue (both calls and emails) to make sure that all CSR first line is utilizing the work time efficiently and in a professional manner.
• Special Projects assigned by Manager or overseeing VP of Corporate Support.
• Perform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any time.

What you will bring to the table…

• 3+ years’ experience in Technical Support / Inbound Call Center (previous .com experience preferred).
• Excellent communication skills (oral and written).
• Superior technical and problem-solving skills.
• Computer skills including Windows based applications (Word, PowerPoint, Excel, Access, Gmail) Along with knowledge of company programs and systems.
• Experience resolving basic user related technical problems with directions given over the telephone, including the ability to control the call direction.
• Ability to work both independently and as part of a team.
• Experience mentoring and assisting Customer Service Specialists.
• Ability to prioritize and multi-task requests coming from multiple directions.
• Understanding of processes to resolve escalations from agents or customers.
•  Ability to partner with the NOC in support to problem resolutions.
• Flexible to work varied rotational shifts, which could include evenings and weekends.

You will stand out if you also have…

• Knowledge of efax corporate, Sfax, Developer, eAPI, and router products.
• Active, transferable U.S. Security clearance at the Public Trust level or higher preferred.
  

Additional details…

• Location requirements: Hybrid (Los Angeles or Las Vegas preferred.)
• Travel requirements: Up to 10% travel.
• Physical requirements: Must be able to sit for long periods, as well as, handle long periods of screen time.
• Technology requirements: Reliable, high speed internet.
• Eligible for sponsorship: No.
• Security clearance: Ability to achieve and maintain a security clearance with the U.S. Government is required.

The salary range for this role is $55,000 - $60,000 USD annually. The total compensation package for this position is negotiable and may also include annual performance bonus, ESPP, enhanced time off packages and benefits. This job doesn't have an expiration date and will remain open until a qualified candidate is hired.