ICS Customer Service Associate
Full Job Description
Accenture Flex offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work For and Diversity Inc’s Top 50 Companies for Diversity lists.
As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources, while gaining job experience with one of the world’s leading professional services organizations.
Job Description
The Intelligent Citizen Services Associate will leverage call center experience, customer service skills, problem solving, and attention to detail to deliver a positive customer experience. The right candidate will enjoy building relationships with customers, adapt quickly to change, and demonstrate grit that will inspire others to strive for superior results.
Day-to-day responsibilities may include, but are not limited to:
- Answer inbound & conduct outbound phone calls, chats, and/or emails
- Research & review customer inquiries using multiple systems
- Ensure proper documentation, notification, escalation, tracking and follow up of all incidents
- Liaise with other support teams, or product teams as required to resolve requests & issues in a timely manner
- Handle escalated client situations and clearly communicate to leadership any issues to ensure prompt research and resolution
- Maintain compliance and adhere to quality standards aligned to reduce operational risk
Location
This is not a virtual/remote role; the work is based 100% onsite in Albuquerque, NM. Address: 8220 San Pedro Dr NE Suite 400 Albuquerque, NM 87113.
Relocation assistance is not provided.
Hours & Shifts
The role requires the availability to work 5 out of 7 days a week, with 2 consecutive days off, including weekends and holidays. Given the nature of our business being 24/7 and 365 days per year, candidates will need to bring a degree of flexibility and remain open to working different hours.
Training
Individuals are provided paid training.
Basic Qualifications
- High School Diploma or GED Equivalent
- Minimum of 1 year experience in Customer Service/Experience Management
Preferred Skills
- Bachelor’s degree
- Experience with telephony systems AWS Connect, ZenDesk, Cisco, etc.
- Experience with CRM tools Salesforce, ServiceNow, MSNow, etc.
- Experience with software for office productivity, including Microsoft Outlook & Teams
- Ability to type 60 WPM
- Demonstrated teamwork and collaboration in a professional setting
Professional Skills
- Excellent communication (verbal and written), facilitation, and interpersonal skills
- Passion for ensuring a world class user support experience
- Quicker learner and adaptable to learn new processes, concepts, and skills
- Excellent organizational and time management skills
- Strong attention to detail, results-oriented, self-directed, and inquisitive
- Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities
Compensation for roles at Accenture varies depending on a wide array of factors including but not limited to the specific office location, role, skill set and level of experience. As required by local law, Accenture provides a reasonable hourly rate for roles that may be hired in California, Colorado, New York City or Washington as set forth below and information on benefits is here .
Role Location: Starting Hourly Rate for role
California: $26.62
Colorado: $21.80
New York City: $26.58
Washington: $23.87
What We Believe
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.
Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here
Equal Employment Opportunity Statement
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Accenture is committed to providing veteran employment opportunities to our service men and women.
For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement.
Requesting An Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.
Other Employment Statements
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.